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
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Decision Reference DRN-6122424
18 Feb 2026 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-6122424 The complaint G, a limited company, complains about what Accelerant Insurance Europe SA/NV UK Branch did after it made a claim on its business protection insurance policy. What happened G has two business protection insurance policies with Accelerant which include cover for ... (4 pages)View decision -
Decision Reference DRN-4150693
13 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4150693 The complaint Mr O complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr O also complains NatWest failed to properly support him in paying off his overdraft debt and registered a default against him. Mr O wants compensation for the dist... (4 pages)View decision -
Decision Reference DRN0494253
31 Jul 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Miss A complains about Zenith Insurance plc’s valuation of her car following a claim against her motor insurance policy.backgroundUnfortunately, in December 2013, Miss A’s car was stolen. Zenith later recovered Miss A’s car but said that it was a total loss. That mean... (4 pages)View decision -
Decision Reference DRN-4674780
4 Apr 2024 Marsh Finance Ltd Not upheldConsumer CreditDRN-4674780 The complaint Mrs B is unhappy that Marsh Finance Ltd issued a default against a hire purchase agreement she had with them. What happened In May 2018, Mrs B was supplied with a used car through a hire purchase agreement with Marsh Finance. She paid a £245 deposit, and the agree... (4 pages)View decision -
Decision Reference DRN9464691
28 Oct 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr P’s complaint is that Admiral Insurance Company Limited didn’t fully explain the differences between having his claim dealt with directly by Admiral or by a partner credit hire service. In particular, that a hire car provided by a third party agency wouldn’t be co... (4 pages)View decision -
Decision Reference DRN-4198051
22 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4198051 The complaint Mrs K complains that the car she acquired financed through a hire purchase agreement with Blue Motor Finance Ltd wasn't of satisfactory quality. What happened Mrs K is represented in her complaint. However, for the sake of simplicity in this decision I have r... (4 pages)View decision -
Decision Reference DRN0719856
30 Mar 2015 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr A has complained about QBE Insurance (Europe) Limited’s decision to decline a claim and void his policy as it was not satisfied that he was a motor trader and entitled to a commercial policy.backgroundMr A was involved in a road traffic accident (RTA) on 5 Septem... (2 pages)View decision -
Decision Reference DRN-5776843
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5776843 The complaint Mr H has complained that a van he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was misrepresented to him, in that there was a mileage discrepancy. What happened Mr H acquired a used Ford van in August 2021, using a... (4 pages)View decision -
Decision Reference DRN-5644986
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5644986 The complaint Miss W complains about delays in U K Insurance Limited (‘UKI’) dealing with a claim made on her car insurance policy. What happened Miss W was involved in an accident with a foreign lorry in September 2022. So, she contacted UKI to make a claim. Following the... (5 pages)View decision -
Decision Reference DRN-5433507
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5433507 The complaint Mr W complains about how his insurer, U K Insurance Limited (UKI) valued his vehicle as a total loss following a collision. Any reference to UKI in this decision includes their agents. What happened In June 2024 Mr W’s vehicle, being driven by his wife, was h... (6 pages)View decision