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 1466 results
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Decision Reference DRN-5483583
3 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5483583 The complaint Miss R is unhappy with the quality of a car financed with Oodle Financial Services Limited using a hire purchase agreement. What happened In March 2024, Miss R entered into a hire purchase with Oodle for a used car. The car was around 10 years old and had been ... (3 pages)View decision -
Decision Reference DRN-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision -
Decision Reference DRN-5565777
17 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5565777 The complaint D complains Royal & Sun Alliance Insurance Limited has unfairly declined their business insurance claim. RSA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being RSA’s own. D is a limit... (4 pages)View decision -
Decision Reference DRN5533377
2 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited’s (BG) failure to properly repair a leak under his Homecare insurance policy caused damage to his home. He also complains about BG’s service. My references to BG include its agents.backgroundOn 13 April 2018 Mr T contacted BG when he discov... (3 pages)View decision -
Decision Reference DRN-6029076
18 Dec 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-6029076 The complaint Mrs C has complained that Acromas Insurance Company Limited has rejected her claim under her AA Parts and Garage (Breakdown Repair) Cover insurance policy. What happened Mrs C took out her policy with Acromas on 20 November 2024. On 12 December 2024 when Mrs ... (4 pages)View decision -
Decision Reference DRN-1883247
11 Nov 2020 Admiral Insurance Company Limited Not upheldInsuranceDRN-1883247 The complaint Mr K complains about Admiral Insurance Company Limited’s (‘Admiral’) decision to decline a theft claim under his motor insurance policy. References to Admiral include its agents. What happened Mr K’s car was unfortunately stolen off his driveway during the early h... (4 pages)View decision -
Decision Reference DRN7369396
6 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Ms M has complained that Acromas Insurance Company Limited declined a claim she made for repairs under her Breakdown Repair Cover (BRC) policy. backgroundMs M called for assistance under her BRC policy in March 2018. She told Acromas she’d broken down and her ignition ke... (4 pages)View decision -
Decision Reference DRN8287743
25 Feb 2019 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr F complained that Ageas Insurance Limited wouldn’t pay his claim under his tools in transit insurance policy.backgroundMr F said that his work tools were stolen from his van while it was locked and parked near his workplace. But Ageas declined his claim. They said ... (2 pages)View decision -
Decision Reference DRN-3612828
17 Aug 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3612828 The complaint Ms C has complained that Barclays Bank UK PLC have allowed fraudulent activity on her account, that they set up her ISA incorrectly, and that they sent her a credit card offer. What happened Ms C says she kept her own records of all her transactions, and that the ... (3 pages)View decision -
Decision Reference DRN-3910571
19 Jan 2023 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-3910571 The complaint Mr A and Mrs A have complained that AA Underwriting Insurance Company Limited (AA) unfairly declined a claim under their home insurance policy. Mr A has mainly dealt with the claim and complaint. So, for ease, I will normally only refer to him. What happened Mr A ... (3 pages)View decision