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 4385 results
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Decision Reference DRN-2345843
29 Dec 2020 Covea Insurance plc Not upheldInsuranceDRN-2345843 The complaint Ms C had a motor insurance policy with Covea Insurance plc in 2018 when her car was written-off in an accident. She complains about the poor service she got from it afterwards. What happened Although the policy covered her for a ‘new for old’ replacement car, Ms C... (2 pages)View decision -
Decision Reference DRN4151339
28 Jun 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs P is unhappy with the way Admiral Insurance Company Limited has handled her claim under her motor insurance policy. Mr P is Mrs P’s representative in this complaint.backgroundIn August 2016 Mrs P was involved in a road traffic accident which wasn’t her fault. Mr... (2 pages)View decision -
Decision Reference DRN-5451484
2 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5451484 The complaint Mr and Mrs D have complained that BUPA Insurance Limited won’t agree for Mrs D to see a particular therapist under a claim made on a private medical insurance policy. As it is Mrs D leading on the complaint, I will mostly just be referring to her in this decis... (3 pages)View decision -
Decision Reference DRN-4662335
12 Mar 2024 Wakam Not upheldInsuranceDRN-4662335 The complaint Mr A complains Wakam unfairly recorded a motor insurance claim against him and increased his monthly premiums. Wakam’s been represented by agents for the claim and complaint. For simplicity I’ve referred to actions of agents as being Wakam’s own. Mr A’s been repre... (2 pages)View decision -
Decision Reference DRN8952069
7 Sep 2015 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs M complain that The Co-operative Bank Plc trading as Britannia (“Britannia”) lost the title deeds for their property. They want Britannia to pay for them to get advice about how to protect their property and to take action, and pay compensation.background... (2 pages)View decision -
Decision Reference DRN4708960
7 Mar 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs and Mr A complain about the way in which Tesco Underwriting Limited dealt with their claim, after their car was written off in an accident on 27 October 2016. They say: There was a delay in Tesco telling them the car was a category B total loss; Tesco didn’t ke... (2 pages)View decision -
Decision Reference DRN2184097
15 Apr 2020 FirstRand Bank Limited UpheldBanking and creditMr S complains about the amount that he’s been charged by FirstRand Bank Limited, trading as MotoNovo Finance, for an incomplete service history on a car that he returned when he voluntarily terminated his hire purchase agreement.backgroundA used car was supplied to Mr S under a hire purch... (2 pages)View decision -
Decision Reference DRN4103368
18 Nov 2020 Creative Finance Corp Ltd UpheldBanking and creditMr F complains that Creative Finance Corp Ltd (trading as MotorKitty) has treated him unfairly by repossessing his motor vehicle. He says the correct procedures weren’t followed before the repossession, that Creative has failed to pay him the true value of the vehicle, and that he is still... (7 pages)View decision -
Decision Reference DRN-4248181
24 Jul 2023 Black Horse Limited Not upheldConsumer CreditDRN-4248181 The complaint Mr P complains that a used vehicle supplied by Black Horse Limited under a hire purchase agreement (HPA) was of unsatisfactory quality and he should have been allowed to reject it. He’s also unhappy about the way the agreement ended and the impact of this on his c... (6 pages)View decision -
Decision Reference DRN8909157
5 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs N complains HSBC UK Bank Plc trading as first direct (“first direct”) are incorrectly chasing her for repayment of monies and have placed a default marker on her credit report. Mrs N is assisted in bringing her complaint by her husband Mr N.backgroundMrs N came ... (2 pages)View decision
