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 4569 results
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Decision Reference DRN-5488396
20 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5488396 The complaint Mr B complains about the way Society of Lloyd’s (“Lloyd’s”) decided liability for a claim made by a third party against his car insurance policy. What happened Mr B had a car insurance policy with Lloyd’s. In March 2024, Mr B was contacted by Lloyd’s and told t... (3 pages)View decision -
Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN-2640778
9 Mar 2021 The New India Assurance Company Limited UpheldInsuranceDRN-2640778 The complaint Mr O complains about how The New India Assurance Company Limited (New India) handled his car insurance claim following the involvement of his car in an accident. He’s also unhappy with the amount they paid out when his car was deemed a total loss. References to Ne... (7 pages)View decision -
Decision Reference DRN-2837357
17 Jun 2021 Cofunds Limited Not upheldInvestmentsDRN-2837357 The complaint Mr S complains about the transfer of his ISA by Cofunds Limited trading as Aegon, referred to as “Cofunds” or “the transferor”. He says Cofunds unnecessarily delayed his instructions to sell down and transfer his stocks and shares ISA to a new provider, referred t... (7 pages)View decision -
Decision Reference DRN7237898
10 Mar 2021 Bank of Scotland Plc Not upheldBanking and creditMrs L thinks Bank of Scotland Plc has unfairly rejected her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). background I issued a provisional decision on 23 February 2021. A copy of my provisional decision is attached and forms part of this final decision. My provisional de... (8 pages)View decision -
Decision Reference DRN-5595937
14 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5595937 The complaint X has complained about how Domestic & General Insurance Plc (D&G) dealt with several policies he has for a number of appliances. So that X understands as our decisions are published, that means I can only refer to D&G by name. I can’t refer to the dif... (8 pages)View decision -
Decision Reference DRN-3067041
30 Sep 2021 Soteria Insurance Limited UpheldInsuranceDRN-3067041 The complaint Mr E complains about Soteria Insurance Limited (‘Soteria’) avoiding his motor insurance policy because he hadn’t told them about a wrap on his vehicle. Soteria treated this as a modification he should have told them about. Soteria uses agents to administer its pol... (6 pages)View decision -
Decision Reference DRN1589796
31 May 2013 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr A’s complaint relates to the Society of Lloyd‘s failure to deal with a third party claim on his behalf. backgroundThe Society of Lloyd’s accepted that as a result of its poor claim handling the third party instigated legal proceedings which resulted in a CCJ being registered agains... (2 pages)View decision -
Decision Reference DRN6622530
19 Aug 2013 RCI Financial Services Limited Not upheldBanking and creditMr S complains that RCI Financial Services Limited (“RCI”) did not allow him to voluntarily terminate a hire purchase agreement. backgroundMr S bought a car in September 2005, financed by a hire purchase agreement with RCI Financial Services (then trading as Nissan Finance (GB) Limited)... (2 pages)View decision -
Decision Reference DRN-5728741
31 Jul 2025 Heath Financial Management UpheldInvestmentsDRN-5728741 The complaint Ms O complains that Heath Financial Management (HFM) took an ongoing advice fee of 0.5% from her investment Individual Savings Account (ISA) funds in return for ongoing advice, which for the period between December 2020 and March 2023 she didn’t receive. Ms O i... (7 pages)View decision
