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 128535 results
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Decision Reference DRN-5317198
5 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5317198 The complaint Mr and Mrs M are unhappy with what Liverpool Victoria Insurance Company Limited (LV) did after they made a claim on their legal expenses insurance policy. What happened In June 2023 Mr and Mrs M contacted LV seeking assistance from their legal expenses policy w... (3 pages)View decision -
Decision Reference DRN-4571085
5 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-4571085 The complaint Mr V complains Great Lakes Insurance SE settled his buildings insurance claim unfairly. Great Lakes’ been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Great Lakes’ own. For the same reason I’... (11 pages)View decision -
Decision Reference DRN-5373900
5 Mar 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5373900 The complaint Mr Z complains about the quality of a car supplied on finance by Advantage Finance Ltd (‘AF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (10 pages)View decision -
Decision Reference DRN-5369618
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369618 The complaint Mr C complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr C was the victim of an investment scam, involving the following payments from his Revolut account: Payment number Date Description Amount 1 17 August 2022 Card... (8 pages)View decision -
Decision Reference DRN-4870013
5 Mar 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4870013 The complaint Mr H believes Hyundai Capital UK Limited trading as Hyundai Finance (“Hyundai”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In May 2021, Mr H acquired a used car using a cond... (4 pages)View decision -
Decision Reference DRN-5272636
5 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5272636 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened In March 2019, Miss M applied for a card with Aqua, and was offered an initial credit limit of £450. Aqua subsequently increased the credit limit on th... (3 pages)View decision -
Decision Reference DRN-5373674
5 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5373674 The complaint Mrs S and Mr S complained about Admiral Insurance (Gibraltar) Limited’s actions when they claimed for accident repairs under their motor insurance policy. What happened Mrs S and Mr S’s car was damaged in an accident in about October 2023. Admiral paid for its... (4 pages)View decision -
Decision Reference DRN-4882179
5 Mar 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4882179 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited was of an unsatisfactory quality. What happened In December 2022, Mr B was supplied with a used car through a hire purchase agreement with Tandem. The ... (5 pages)View decision -
Decision Reference DRN-5302413
5 Mar 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5302413 The complaint S, a charity, complains ARAG Legal Expenses Insurance Company Limited turned down a claim it made on its commercial legal expenses insurance policy. What happened S is a charity which offers sports coaching. Following historic allegations made against two of its c... (3 pages)View decision -
Decision Reference DRN-5329666
5 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5329666 The complaint Mrs N’s complaint is about the handling of a claim under the legal expenses insurance section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of th... (4 pages)View decision