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 4361 results
-
Decision Reference DRN-5622397
13 Jun 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5622397 The complaint Mr M complains about Sabre Insurance Company Limited’s decision to decline a claim and cancel a car insurance policy. What happened Mr M had a car insurance policy with Sabre. In May 2024, he reported the theft of his car and made a claim. In November 2024, Sab... (4 pages)View decision -
Decision Reference DRN-4311869
30 Aug 2023 Markel International Insurance Company Limited Not upheldInsuranceDRN-4311869 The complaint K, a business, complains about a claim it made on its Markel International Insurance Company Limited (Markel) business insurance policy. K says Markel unfairly declined its claim. What happened In 2020 K’s business premises was flooded so it relocated to temporary... (3 pages)View decision -
Decision Reference DRN1116946
27 Mar 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr M complaint is about misrepresentation of his hire purchase agreement with Volkswagen Financial Services (UK) Limited (Audi). He says he agreed to a three year repayment period but the agreement was made out for a four year term. He wants the agreement to be amended back to a three year... (3 pages)View decision -
Decision Reference DRN-5632942
19 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5632942 The complaint Mr P is unhappy that Motability Operations Limited trading as Motability (MOL) terminated his contract after the car supplied to him under a hire agreement was seized by the police. What happened In November 2023 Mr P was supplied with a new car through a hire ... (4 pages)View decision -
Decision Reference DRN9859690
16 Apr 2018 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K is unhappy that Tradewise Insurance Services Ltd have rejected his claim for theft. He wants them to pay his claim or refund the premiums. backgroundMr K took out insurance with Tradewise in January 2017 through a broker. The insurance was to cover the vehicle h... (2 pages)View decision -
Decision Reference DRN5022991
26 Feb 2016 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs F acquired a car through a finance agreement provided by BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). She complains that Alphera failed to properly set up the direct debit when she entered into the agreement. She also compl... (2 pages)View decision -
Decision Reference DRN3309628
24 Mar 2015 Bramall Quicks Dealerships Limited Not upheldBanking and creditMr L has complained that Bramall Quicks Dealerships Limited failed to rectify its mistake in recording his registration number, meaning that when he traded his car in, it did not show that he had existing finance outstanding for that car.background Mr L entered into a... (2 pages)View decision -
Decision Reference DRN3820832
31 Mar 2016 Santander UK Plc UpheldBanking and creditMr and Mrs S complain that Santander UK Plc has lost their deeds. The property is currently unregistered and they want Santander to register it. They also complain about Santander’s poor customer service.backgroundThe circumstances leading to Mr and Mrs S’ complaint... (5 pages)View decision -
Decision Reference DRN3337620
30 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)J Ltd complained that Aviva Insurance Limited refused to pay their claim under their fleetmotor insurance policy after their car was stolen.backgroundAfter J Ltd’s car was stolen, they reported it to the police and made a theft claim to Aviva.However the police discovered that the car had ... (5 pages)View decision -
Decision Reference DRN3506060
9 Apr 2015 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that CIS General Insurance Limited applied zero years no claims discount (NCD) and changed the car model which increased the premium for his motor insurance policy. Mr A is also unhappy that CIS emailed him at an incorrect email address. He wants his f... (2 pages)View decision
