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-5704033
30 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5704033 The complaint Ms R, who is represented by a professional representative (“PR”) complains that MotoNovo Finance Limited rejected her claim that a vehicle she acquired was misrepresented. What happened In May 2019 Ms R acquired a second-hand car funded by a hire purchase contr... (3 pages)View decision -
Decision Reference DRN-5133136
8 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5133136 The complaint Mr W has complained about a transfer of his Royal London Mutual Insurance Society Limited personal pension to a small self-administered scheme (“SSAS”) in July 2014. Mr W’s SSAS was subsequently used to invest in an overseas property investment with the Resort ... (3 pages)View decision -
Decision Reference DRN-2496982
17 Mar 2021 Acorn Insurance & Financial Services Ltd Not upheldInsuranceDRN-2496982 The complaint Mr S is unhappy about how Acorn Insurance and Financial Services Limited trading as Haven Insurance (Haven) handled his motor insurance policy when he changed his car. And that this has meant his car was seized by police and crushed. What happened Mr S had a motor... (3 pages)View decision -
Decision Reference DRN-4310964
20 Oct 2023 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-4310964 The complaint Mr V complains that Carnegie Consumer Finance Limited will not let him cancel his fixed sum loan. What happened In January 2023 Mr V bought a training course from a supplier I’ll call E. E introduced Mr V to Carnegie with whom he took out a fixed sum loan to finan... (3 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 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 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
