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-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-3669921
26 Aug 2022 Fortrade Limited UpheldInvestmentsDRN-3669921 The complaint Mr A complains, through his solicitors, about the service provided by Fortrade Limited. In short the solicitors complain that it: Was negligent in mis-representing the risks involved in trading Contracts for Difference (“CFD”). Misled Mr A about the extent of co... (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 DRN-4949069
5 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4949069 The complaint Ms C complains that U K Insurance Limited (“Direct Line”) mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a European car-maker with a diesel engine and first registered in Augu... (7 pages)View decision -
Decision Reference DRN-5507708
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5507708 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In February 2024, Mr S found a car that he wanted to buy on an online website. The car was being sold by a company I’ll refer to as Z. Mr S... (7 pages)View decision -
Decision Reference DRN5431242
1 Nov 2013 Santander UK Plc Not upheldBanking and creditMrs H complains – through her representative – that Santander UK Plc (‘Santander’) lost the title deeds to her property, which has caused her financial loss.background In 2012 Mrs H wished to redeem her mortgage with Santander, as she had agreed further lending from another lender for... (2 pages)View decision -
Decision Reference DRN6726287
8 Jul 2014 FCE Bank Plc Not upheldBanking and creditMs D complains that FCE Bank Plc, trading as Ford Credit, contacted her unnecessarily in relation to a debt which had been settled. She seeks compensation for the anxiety, distress and time spent trying to resolve this matter.background Ms D’s father acquired a car in autumn 2011 by hire... (2 pages)View decision -
Decision Reference DRN-2933727
27 Jul 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2933727 The complaint Ms C complains that Royal & Sun Alliance Insurance plc mishandled her claim on a motor insurance policy. What happened On 8 January 2018, Ms C got a new vehicle on a lease agreement with a lease company. She had to make lease payments of about £300.00 per mont... (6 pages)View decision -
Decision Reference DRN-4793620
3 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4793620 The complaint Mrs B complains that The Co-operative Bank Plc (“Co-op”) incorrectly recorded her as being deceased. This resulted in her accounts being frozen, transactions being declined and direct debits and standing orders being cancelled. She is also unhappy at the service s... (4 pages)View decision -
Decision Reference DRN6423019
1 Aug 2018 esure Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the valuation that esure Insurance Limited offered for her car under her motor insurance policy. She wants it to offer a fair market value.backgroundMrs A’s car was stolen and esure offered her £11,284, less the policy excess, as its pre-loss ma... (2 pages)View decision
