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-5298329
30 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5298329 The complaint Mrs A has complained about how Domestic & General Insurance Plc (D&G) dealt with damage to her TV when she made a claim under a warranty. References to D&G include companies acting on its behalf. What happened Mrs A contacted D&G to arrange a ... (4 pages)View decision -
Decision Reference DRN5963147
21 Nov 2019 AXA France IARD Not upheldPayment protection insurance (PPI)Mrs A says she was mis-sold a payment protection insurance (“PPI”) policy.I can’t consider this complaint against the policy seller directly because the sale took place before it, or its predecessor-in-title, was regulated by the then Financial Services Authority (FSA) for insurance interm... (8 pages)View decision -
Decision Reference DRN1849318
7 Mar 2014 Barclays Bank Plc UpheldInvestment and pensionsA company, N, has complained that they were mis-sold an interest rate swap by Barclays Bank Plc in June 2007, and suffered various losses as a result. backgroundN operates in the secondary lending market: essentially it borrows from banks and lends to other businesses at a profit. In e... (5 pages)View decision -
Decision Reference DRN-4994032
23 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4994032 The complaint Mr P has complained that his commercial vehicle insurer Ageas Insurance Limited (‘Ageas’) turned down a claim he made under his policy . What happened In October 2023 Mr P made a claim under his insurance policy with Ageas after his van was broken into. He sai... (5 pages)View decision -
Decision Reference DRN8521183
10 Jul 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMrs R complains Mercedes-Benz Financial Services UK Limited will not repair her car despite there being a known fault from before she acquired it under a hire purchase agreement.backgroundMrs R acquired a used Smart car from a Mercedes dealership in March 2015. The car was about a year old... (8 pages)View decision -
Decision Reference DRN-5231884
17 Feb 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5231884 The complaint Mr B complains that Ald Automotive Limited unfairly invoiced him for end of contract charges when a hire agreement for a car ended. What happened In July 2019 Mr B entered into a four-year hire agreement for a nearly new car with Ald. In July 2023 the agreement... (4 pages)View decision -
Decision Reference DRN-5776348
26 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5776348 The complaint Mrs S has complained about the way her motor insurer, One Insurance Limited (‘One Insurance’) dealt with a claim she made on her policy. What happened I issued a provisional decision regarding this complaint earlier this month where I said I was considering up... (7 pages)View decision -
Decision Reference DRN-5155207
30 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5155207 The complaint Mr G complains about esure Insurance Limited (esure) declining a claim under his motor insurance policy for damage to his motorhome in bad weather. References to esure include their agents who administer the policy and assess claims. What happened The followi... (5 pages)View decision -
Decision Reference DRN-5630419
15 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5630419 The complaint Mr P complains about how U K Insurance Limited (UKI) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He’s unhappy at the repairs undertaken, specifically what he maintains is a strong chemical odour in the vehicle. He... (5 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision