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 121074 results
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Decision Reference DRN-5578914
23 May 2025 Close Brothers Limited UpheldConsumer CreditDRN-5578914 The complaint Miss D is unhappy with the quality of a car supplied by Close Brothers Limited using a conditional sale agreement What happened In November 2023, Miss D entered into a conditional sale agreement with Close Brothers for a used car. The car was around eight years... (4 pages)View decision -
Decision Reference DRN-5581144
23 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5581144 The complaint Mrs and Mr B complained about Accredited Insurance (Europe) Ltd. They are not happy about the way it dealt with a claim under their motorhome insurance policy. For ease of reading any reference to Accredited includes its agents. What happened I looked at this... (3 pages)View decision -
Decision Reference DRN-5552518
23 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5552518 The complaint Mr S complains about how Tradex Insurance Company PLC settled a claim he made on his motor trade policy. What happened Mr S holds a motor trade policy with Tradex. That policy insurers him for a number of vehicles, including his personal ones. Two of Mr S’s per... (3 pages)View decision -
Decision Reference DRN-5559974
23 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5559974 The complaint Mr K has complained that Aviva Life & Pensions UK Limited hasn’t allowed him to take income drawdown with his policy and that it misled him into believing that he could. Mr K has further complained about the time it took for Aviva to send him a retirement q... (12 pages)View decision -
Decision Reference DRN-5331906
23 May 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5331906 The complaint Mrs F has complained that MotoNovo Finance Limited won’t accept she didn’t take out the credit agreement for the purchase of a car. What happened In June 2024 Mrs F realised the car her husband drove had been clamped and there were outstanding enforcement notic... (4 pages)View decision -
Decision Reference DRN-5574629
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5574629 Complaint Ms M is unhappy that Revolut Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don't intend to set it out in full here. In short, Ms M had been looking for work w... (6 pages)View decision -
Decision Reference DRN-5503918
23 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5503918 The complaint Mr and Mrs B have complained about the way HDI Global Speciality SE handled a claim they made on their buildings insurance policy. Reference to HDI includes its agents and representatives. As Mr B has primarily dealt with things, I’ll refer to him only for eas... (2 pages)View decision -
Decision Reference DRN-5581403
23 May 2025 esure Insurance Limited UpheldInsuranceDRN-5581403 The complaint Mr and Mrs C have complained about their car insurer esure Insurance Limited (Esure) regarding its handling of a claim they made when their car was damaged in an accident. For ease of reading I’ll mainly only refer to Mr C in the body of my decision. What hap... (6 pages)View decision -
Decision Reference DRN-5536600
23 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5536600 The complaint Mr and Mrs W are unhappy with the service they received from Great Lakes Insurance UK Limited when they claimed on their travel insurance policy. What happened Mr and Mrs W were abroad with their child when Mrs W became seriously ill and required emergency medi... (4 pages)View decision -
Decision Reference DRN-5572925
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5572925 The complaint Mr H complains Nationwide Building Society (“Nationwide”) closed his accounts and applied an adverse fraud marker against him after receiving a fraud report from another bank. Mr H is also unhappy Nationwide didn’t give him sufficient time to show his entitleme... (6 pages)View decision
