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 119923 results
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Decision Reference DRN-5400648
19 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5400648 The complaint Miss F complains about the way Ageas Insurance Limited (“Ageas”) handled her car insurance claim. All references to Ageas in this decision include its appointed agents and representatives. What happened On 13 April 2024, Miss F’s car was damaged by a Lime Bike ... (4 pages)View decision -
Decision Reference DRN-5136017
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5136017 The complaint Ms M is unhappy that an electric car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) had been misrepresented to her – it failed to achieve the range she was advised and the sale price she paid was higher than t... (4 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-5410126
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5410126 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) incorrectly cancelled their van insurance policy leaving them out of pocket and suffering distress and inconvenience that they haven’t been fairly compensated for. What happened The background of this comp... (3 pages)View decision -
Decision Reference DRN-4550193
19 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-4550193 The complaint A company, which I’ll refer to as O, complains about Highway Insurance Company Limited’s (Highway) handling of its claim and the consequential losses suffered following the theft of its vehicle. For ease of reading, any reference to Highway includes their agent... (4 pages)View decision -
Decision Reference DRN-5338544
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5338544 The complaint Mr R complains that HSBC UK Bank PLC didn’t default his credit card account when he entered a Debt Arrangement Scheme. What happened Mr R entered into a Debt Arrangement Scheme (“DAS”) in January 2020; his credit card debt to HSBC was included. In 2024, Mr R ... (3 pages)View decision -
Decision Reference DRN-5400088
19 Mar 2025 LFS & Partners Limited UpheldInvestmentsDRN-5400088 The complaint The trustees of B (“the charity”) complain that LFS & Partners Limited trading as Lyn Financial Services (“Lyn”): Didn’t provide the charity with an attitude to risk report from 2016. Failed to provide advice about changing the charity’s Cofund/AEGON investm... (9 pages)View decision -
Decision Reference DRN-5406553
19 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5406553 The complaint Mr N has complained that Watford Insurance Company Europe Limited unreasonably and unfairly cancelled his motor policy and refused to indemnify him from a claim from the other driver following an accident. References to Watford include all its agents to includ... (5 pages)View decision -
Decision Reference DRN-5356526
19 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5356526 The complaint Mr C and Ms D are unhappy that Tesco Underwriting Limited (“Tesco”) unfairly cancelled their home insurance policy due to them also owning a property they rented out on short term lets. What happened Mr C and Ms D owned two properties, one that they lived in an... (3 pages)View decision -
Decision Reference DRN-5404097
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5404097 The complaint Miss F complains about U K Insurance Limited’s handling of her subsidence claim. What happened The background to this case is well known to both parties, so I’ll provide only a brief summary here concentrating on the key issues as I see them. Miss F has been re... (11 pages)View decision
