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 123656 results
-
Decision Reference DRN-5503886
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5503886 The complaint Mr and Mrs G complain about the amount Aviva Insurance Limited settled their motor insurance claim for. Reference to Aviva includes its agents. For ease of reading, although this complaint is brought by Mr G and Mrs G, I’ll refer to both as Mrs G in this decisi... (3 pages)View decision -
Decision Reference DRN-5604657
9 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5604657 The complaint Mr D complains about the way that Inter Partner Assistance SA (IPA) handled a medical assistance claim he made on a travel insurance policy. Mr W’s represented by Mrs W. What happened The background to this complaint is well-known to both parties. So I’ve simpl... (5 pages)View decision -
Decision Reference DRN-5504021
9 Jul 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5504021 The complaint Mr M complains that Tesla Financial Services Limited (Tesla) wouldn’t allow him to cancel his hire agreement within the 14 day ‘cooling off ‘period. He would like it to do so. What happened The details of this complaint are well known to both parties, so I won... (2 pages)View decision -
Decision Reference DRN-5669610
9 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5669610 The complaint Miss M complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I w... (5 pages)View decision -
Decision Reference DRN-5615065
9 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5615065 The complaint Mr A and Miss K have complained that Tesco Underwriting Limited have caused delays and provided a poor service when they made an escape of water claim under their home insurance policy. What happened In October 2023 Mr A and Miss K made a claim for damage cause... (3 pages)View decision -
Decision Reference DRN-5671576
9 Jul 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5671576 The complaint Mr H and his partner Miss B complain that First Central Insurance Management Limited (“First Central”) mishandled a motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, first registered in 2019. In Augst 2022, ... (4 pages)View decision -
Decision Reference DRN-5538684
9 Jul 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5538684 The complaint Mr Q has complained about the total loss settlement Tradex Insurance Company PLC paid when he made a claim under his car insurance policy. What happened Mr Q made a claim to his insurer, Tradex following an incident. Tradex settled Mr Q’s claim by paying a tota... (3 pages)View decision -
Decision Reference DRN-4936958
9 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936958 The complaint A company, which I’ll refer to as R, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mrs W, who is a director of R, brings the complaint on R’s behalf. As Mrs W fell victim to the scam, for ease I have referred to her throu... (5 pages)View decision -
Decision Reference DRN-5680295
9 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5680295 The complaint Mr C’s complaint is about a joint mortgage he has with Clydesdale Bank Plc trading as Virgin Money. He is unhappy that despite a breathing space being applied to the mortgage, he received a letter about a court date, which had a detrimental effect on his alread... (4 pages)View decision -
Decision Reference DRN-5679566
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5679566 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In or around 2018/19, Mr D received an unsolic... (7 pages)View decision
