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 4321 results
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Decision Reference DRN-4413862
23 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4413862 The complaint Mr and Mrs P complain esure Insurance Limited (esure) unfairly settled a third-party claim against Mrs P’s motor insurance policy with her permission. References to Mrs P or Mr P, will include the other. What happened A third-party made a claim on Mrs P’s motor in... (4 pages)View decision -
Decision Reference DRN1610628
14 Apr 2020 Hitachi Capital Vehicle Solutions Ltd Not upheldBanking and creditMr A complains about the amount that he’s been charged by Hitachi Capital Vehicle Solutions Limited, trading as Hitachi Capital Driving Instructor Solutions, for damage to a car that he returned at the end of his hire agreement.backgroundA new car was supplied to Mr A under a hire agreemen... (3 pages)View decision -
Decision Reference DRN2581370
18 Dec 2017 Callcredit Limited Not upheldBanking and creditMr P complains that he’s changed him name but Callcredit Limited hasn’t linked the credit file in his former name with his new name. backgroundMr P complained to Callcredit earlier this year that he’d changed his name but it hadn't linked the credit file in his ol... (2 pages)View decision -
Decision Reference DRN6869121
11 Aug 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that UK Insurance Limited (“UKI”) didn’t obtain CCTV footage about an accident involving his car. He says also their investigation of this matter caused him distress.backgroundMr R’s car was damaged in an accident. He asked UKI to obtain CCTV footage,... (2 pages)View decision -
Decision Reference DRN1049342
28 May 2020 esure Insurance Limited UpheldInsurance (excluding PPI)Miss M complains that esure Insurance Limited (esure) paid out a third party claim against her which she disputes.backgroundMiss M had a car insurance policy with esure. A third-party insurer (TPI) contacted esure and claimed that Miss M was driving a car on a petrol station forecourt and,... (5 pages)View decision -
Decision Reference DRN-4615634
13 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4615634 The complaint Mr H complains that the offer Admiral Insurance (Gibraltar) Limited made to settle his motor insurance claim is too low. What happened Mr H had a fully comprehensive motor insurance policy with Admiral. In April 2023, the vehicle was involved in an accident. Mr H ... (5 pages)View decision -
Decision Reference DRN-5053095
8 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5053095 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) settled a third-party claim under his motor insurance policy despite him informing them he was in direct discussion with the third-party with a view to settling the repairs. What happened Mr... (4 pages)View decision -
Decision Reference DRN-1991217
23 Jul 2020 esure Insurance Limited Not upheldInsuranceDRN-1991217 The complaintMr A complains that esure Insurance Limited is involved with incorrectly recording that his car has been written off when it hasn’t been. What happenedWhen Mr A tried to sell his car a dealer told him his insurer had recorded the car as having been written off. He... (2 pages)View decision -
Decision Reference DRN-5298849
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5298849 The complaint Mr L has complained about an excess mileage charge, following the end of his car finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened Mr L entered into a hire agreement for a new car. He ret... (2 pages)View decision -
Decision Reference DRN4909787
1 May 2015 Loan Mart Ltd UpheldBanking and creditMr G complains that when he asked Loan Mart Ltd to arrange a loan for him, it asked him for three payments but did not supply him with a loan.backgroundFollowing his application, Loan Mart sent Mr G a loan agreement. But it asked him to pay the first instalment in ad... (2 pages)View decision
