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 121262 results
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Decision Reference DRN-5335239
11 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5335239 The complaint Mr P complains that Scottish Widows Limited has failed to provide him with the data he’s requested about his personal pension policy. He also complains about poor service. What happened Mr P has a personal pension policy with Scottish Widows. In February 2023 ... (11 pages)View decision -
Decision Reference DRN-5069153
11 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5069153 The complaint Mr H complains that Covea Insurance plc has made an unfair claim decision when he raised concerns about cracking and movement to his property. Mr H feels it is evident that damage has been caused as the result of a sinkhole appearing near to his property, causi... (3 pages)View decision -
Decision Reference DRN-5269749
11 Mar 2025 JBR Capital Limited UpheldConsumer CreditDRN-5269749 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with JBR Capital Limited (JBR) was of an unsatisfactory quality. What happened In July 2023 Mr W was supplied with a used car through a hire purchase agreement with JBR. He paid a deposi... (6 pages)View decision -
Decision Reference DRN-5384467
11 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5384467 The complaint Miss C has complained about the quality of a car she acquired using finance from Mercedes- Benz Financial Services UK Limited (‘MBFS’). What happened In September 2023, Miss C entered into a finance agreement with MBFS, for a new car. However, she’s explained t... (4 pages)View decision -
Decision Reference DRN-5342830
11 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5342830 The complaint Mr F has complained about the total loss settlement his insurer Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr F made a claim to Admiral following the theft of his car. It was recovered around fo... (2 pages)View decision -
Decision Reference DRN-5328111
11 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5328111 The complaint Mr S complains that Aioi Nissay Dowa Insurance UK Limited (“ANDI”) mishandled his motor insurance policy. What happened The subject matter of the insurance is a saloon car, first registered in 2014. Mr S acquired the car in about 2015. In early 2023, Mr S had... (3 pages)View decision -
Decision Reference DRN-5318449
11 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5318449 The complaint Mr B is unhappy with his commercial vehicle insurer Nelson Insurance Company Ltd. When Mr B had an accident he wasn’t happy with its offer to resolve the claim, or the fact he was left without a replacement vehicle. What happened In January 2024 Mr B, who uses... (4 pages)View decision -
Decision Reference DRN-5384351
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5384351 The complaint Mr D has complained that BMW Financial Services(GB) Limited, trading as BMW Financial Services (‘BMWFS’), has treated him unfairly while he’s been experiencing financial difficulties. What happened Mr D entered into a finance agreement with BMWFS in January 202... (3 pages)View decision -
Decision Reference DRN-5342033
11 Mar 2025 Business Insurance Solutions Limited UpheldInsuranceDRN-5342033 The complaint Mr E complains that the broker Business Insurance Solutions Limited trading as Vanline Direct (BIS) gave incorrect information to the insurer of his van insurance policy. This led to Mr E’s policy being avoided by his insurer. What happened Mr E bought a van in... (2 pages)View decision -
Decision Reference DRN-5387583
11 Mar 2025 National House-Building Council UpheldInsuranceDRN-5387583 The complaint Mr and Mrs K have complained about their building warranty provider National House-Building Council (NHBC). They’re unhappy their claim on the warranty was declined and they believe the policy may have been mis-sold to them. What happened Mr and Mrs K had a pl... (2 pages)View decision
