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
-
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 DRN-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (2 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-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-5120712
8 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5120712 The complaint Mr B complains about Accredited Insurance (Europe) Ltd’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Accredited. In November 2023, his car was damaged by a third-party and in December 2023 he made a claim with Accredi... (3 pages)View decision -
Decision Reference DRN4255610
21 Nov 2019 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Mr C complains that Eldon Insurance Services Ltd (trading as Go Skippy) wouldn’t honour a motor insurance quote it gave him online. Mr C’s relative has helped him with his complaint, so references to Mr C will include what they’ve said.backgroundMr C had a motor insurance policy through Go... (3 pages)View decision -
Decision Reference DRN-5553336
16 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5553336 The complaint Mrs S complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined a claim she made under her home insurance policy. What happened Mrs S held a motor insurance policy underwritten by Admiral. She contacted them in April 2024 to report a t... (3 pages)View decision -
Decision Reference DRN-4459342
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4459342 The complaint Ms R complains that Lloyds Bank Plc (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened In early 2021, Ms R was presented with an investment opportunity by someone I’ll refer to as P. Ms R had previously made two investme... (4 pages)View decision