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 4563 results
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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-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 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 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 DRN-5519191
30 Apr 2025 Kingfisher Insurance Services Limited UpheldInsuranceDRN-5519191 The complaint Mr S has complained that Kingfisher Insurance Services Limited failed to correctly arrange a motor trade policy for him and that it said it would reimburse a police impound fee he had to pay . What happened Mr S bought a motor trade policy with a broker, Kingf... (3 pages)View decision -
Decision Reference DRN9586876
12 Aug 2015 Endsleigh Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr F complains that Endsleigh Insurance Services Ltd recorded the wrong car on his motor insurance policy. He was stopped by the police for driving without insurance. He seeks reimbursement of the impound fee and compensation. Mr F is represented in this matter by hi... (3 pages)View decision -
Decision Reference DRN-4907659
28 Jan 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-4907659 The complaint Mr H complains that Computershare Investor Services Plc didn’t give him sufficient notice that shares he held in his account were moving to a registrar in another country. What happened In early November 2020, Computershare wrote to Mr H to advise him some of t... (2 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN-2916847
15 Sep 2021 esure Insurance Limited Not upheldInsuranceDRN-2916847 The complaint Mr D has complained about the manner in which esure Insurance Limited dealt with a claim against his motor insurance policy. What happened In February 2021 esure contacted Mr D to say it had received a claim from a third party insurer alleging his car had caused d... (3 pages)View decision -
Decision Reference DRN-1164956
19 May 2020 Fresh Insurance Services Group Limited Not upheldInsuranceDRN-1164956 The complaintMr W has complained that the broker, Fresh Insurance Services Group Limited renewed his car insurance policy against his wishes. What happenedMr W bought a car insurance policy through a broker, Fresh Insurance in 2018. In February 2019 Fresh emailed Mr W a renewal... (3 pages)View decision
