We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128535 results
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Decision Reference DRN-5206901
20 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5206901 The complaint Mr C complains about the settlement that UK Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was damaged in an accident, and he made a claim on his policy. UKI offe... (3 pages)View decision -
Decision Reference DRN-5217327
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5217327 The complaint Mrs & Mr C complain about Lloyds Bank General Insurance Limited’s (“Lloyds”) valuation of a piece of jewellery she lost under a home insurance claim. Both Mrs & Mr C are policyholders on the policy, but for ease I’ll mainly refer to Mrs C as it’s her je... (4 pages)View decision -
Decision Reference DRN-5272178
20 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5272178 The complaint Ms H has complained that her home contents insurer, Lloyds Bank General Insurance Limited (‘Lloyds), avoided her policy and refused to deal with her claim after there was a burglary at her home. Lloyds is the underwriter of this policy i.e., the insurer. Durin... (6 pages)View decision -
Decision Reference DRN-5197355
20 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5197355 The complaint Mr C complains that Vanquis Bank Limited have irresponsibly lent to him. What happened Mr C was approved for a Vanquis credit card in March 2019 with a £500 credit limit. I have detailed the credit limit changes below: July 2019 £500 to £1,000 June 2021 £1,000 ... (5 pages)View decision -
Decision Reference DRN-5272135
20 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5272135 The complaint Mrs F complains about various aspects of esure Insurance Limited’s (“esure”) handling of a claim she made on her car insurance policy, in addition to it pressuring her into accepting a renewal. What happened In February 2023 Mrs F was involved in a road traffi... (6 pages)View decision -
Decision Reference DRN-5272062
20 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5272062 The complaint Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (19 pages)View decision -
Decision Reference DRN-5251999
20 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5251999 The complaint Mr L complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to avoid his car insurance policy following a claim he made. What happened Mr L held a motor insurance policy underwritten by LV. He made a claim in March 2024 after he was invol... (4 pages)View decision -
Decision Reference DRN-5270988
17 Jan 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5270988 The complaint Mr B complains that The Prudential Assurance Company Limited (‘Prudential’) failed to pay him the maturity value it originally promised him on 28 November 2023 for his endowment savings policy. Instead it has paid a maturity value which was over £17,000 lower. ... (4 pages)View decision -
Decision Reference DRN-5270925
17 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5270925 The complaint Mr T complains that One Insurance Limited (“One”) mishandled a claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, made by a well-known vehicle maker an... (5 pages)View decision -
Decision Reference DRN-5184942
17 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5184942 The complaint Mr A complains about a car he acquired through a Hire Agreement with Lex Autolease Ltd (‘Lex’). Mr A complained about repeated electrical and mechanical issues. He says the car’s been in for multiple repairs but faults have remained, so he wanted to hand it bac... (9 pages)View decision