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 4790 results
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Decision Reference DRN-3980989
13 Mar 2023 Extracover Limited Not upheldInsuranceDRN-3980989 The complaint Mr J has complained that Extracover Limited refused to provide motor insurance for him. He bought a flexible car hire and reward policy for courier drivers. What happened Mr J bought a commercial vehicle policy with Extracover. Extracover provide cover for up to 3... (2 pages)View decision -
Decision Reference DRN6166278
28 Nov 2013 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr N has complained about the decision by Simplyhealth Access (“Simpyhealth”) to allocate the cost of treatment he had carried out on his tooth to his ‘current’ claiming year and also its refusal to regard further treatment he had carried out as falling under the category of ‘emergency t... (3 pages)View decision -
Decision Reference DRN0992877
24 Oct 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr O has complained that Hastings Insurance Services Limited unfairly cancelled his car insurance policy. backgroundMr O bought a car insurance policy through Hastings Insurance Services (Hastings) in January 2018. It acted as the agent for the insurer of Mr O’s poli... (3 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-4636766
11 Mar 2024 Shawbrook Bank Limited Not upheldMortgagesDRN-4636766 The complaint This complaint arises out of the redemption of a commercial mortgage Ms K and Mr M held with Shawbrook Bank Limited. Mr M, who has dealt with the complaint throughout, says that in 2017 Shawbrook made an error on a property address when registering its legal charg... (3 pages)View decision -
Decision Reference DRN-3792108
9 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3792108 The complaint Mr B is unhappy that the cash price of the car supplied to him through a Hire Purchase Agreement with BMW Financial Services(GB) Limited, trading as Alphera Financial Services (BMWFS), was more than the cash price he’d been told by the dealer. What happened In Mar... (3 pages)View decision -
Decision Reference DRN-4922162
22 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4922162 The complaint Mr and Mrs G have complained about their car insurer Ageas Insurance Limited, they feel the settlement it paid to them after their car was written-off was too low. The policy is in the name of Mrs G, with Mr G as a named driver. For ease of reading through the... (3 pages)View decision -
Decision Reference DRN-4721627
29 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721627 The complaint Mr A complains about how NewDay Ltd administered his credit card account. What happened Mr A held a credit card with NewDay. In January 2022, NewDay sent Mr A a default notice. It did so because it said he hadn’t made at least the minimum contractual repayment to... (3 pages)View decision -
Decision Reference DRN-5940802
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5940802 The complaint Miss S has complained that Barclays Bank UK PLC (“Barclays”) mis-sold her a Travel Pack. Miss S says that when she applied for the Travel Pack, Barclays confirmed that her vehicle is covered by the breakdown cover included with the Pack. But when Miss S went to... (3 pages)View decision -
Decision Reference DRN-4708323
26 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4708323 The complaint Mrs W complains that esure Insurance Limited mishandled her motor insurance policy. What happened Mrs W had a car, first registered in 2020. She insured it with esure for the year from early May 2023. The cost of the insurance was about £320.00. Later, Mrs W order... (3 pages)View decision