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 122183 results
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Decision Reference DRN-5563900
15 May 2025 Santander UK Plc UpheldConsumer CreditDRN-5563900 The complaint Miss T has complained that Santander UK Plc are holding her liable for a debt which she says was taken out fraudulently in her name. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In spring 2024, Miss T fell vic... (5 pages)View decision -
Decision Reference DRN-5563898
15 May 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5563898 The complaint Miss T has complained that Admiral Financial Services Limited are holding her liable for a debt which she says was taken out fraudulently in her name. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In spring 202... (5 pages)View decision -
Decision Reference DRN-5434728
15 May 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5434728 The complaint Mrs H complains about the service she received from LeasePlan UK Limited when she tried to renegotiate her hire agreement. What happened In September 2015 Mrs H was supplied with a car and entered a 36 month hire agreement with LeasePlan. Mrs H requested to ext... (3 pages)View decision -
Decision Reference DRN-5366306
15 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5366306 The complaint Mrs S is unhappy with the settlement paid to her after she rejected a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (“SMF”) which was of an unsatisfactory quality. When I refer to what Mrs S and SMF have said, it shou... (4 pages)View decision -
Decision Reference DRN-5563108
15 May 2025 Unum Ltd UpheldInsuranceDRN-5563108 The complaint Mr A complains that Unum Ltd declined a claim under an income protection policy. What happened Mr A is covered by a group income protection policy which is provided by his employer. The insurer is Unum. The policy pays a monthly benefit if Mr A is incapacitate... (7 pages)View decision -
Decision Reference DRN-5217857
15 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5217857 The complaint Mrs A complains Royal & Sun Alliance Insurance Limited unfairly declined her claim for subsidence damage to her home. RSA’s been represented by agents for the claim at points. For simplicity I’ve generally referred to representatives’ actions as being RSA’... (4 pages)View decision -
Decision Reference DRN-5519772
15 May 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5519772 The complaint Mrs U is unhappy with the time taken by CIGNA Life Insurance Company of Europe SA-NV to settle a claim she made under her global healthcare plan (‘the plan’), to cover medical and hospital fees around $44,000 (‘the medical fees’). What happened Mrs U had the b... (3 pages)View decision -
Decision Reference DRN-5544569
15 May 2025 Esure Services Limited UpheldInsuranceDRN-5544569 The complaint Mr L complains that esure Services Limited (“esure”) mishandled his motor insurance policy. What happened Mr L took out a policy through esure to cover a small car for the year from 20 April 2023. He told esure that his occupation was an HGV driver. The polic... (5 pages)View decision -
Decision Reference DRN-5399472
15 May 2025 Clegg Gifford & Co Limited UpheldInsuranceDRN-5399472 The complaint N, a company, has complained about its broker Clegg Gifford & Co Limited. N believes Clegg miss-sold it a fleet motor insurance policy. What happened In 2023 N had a policy for its fleet of cars which was arranged via Clegg. During 2023 that insurer for th... (5 pages)View decision -
Decision Reference DRN-5090995
15 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5090995 The complaint Mr C complains that Revolut Ltd didn’t do enough to protect him from a scam. Mr C is being represented by a claims management company, but for ease of reading, I’ll refer to Mr C in my decision. What happened The detailed background to this complaint is well ... (5 pages)View decision
