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 DRN3230977
20 Mar 2017 Western Provident Association Limited Not upheldInsurance (excluding PPI)Mr B on behalf of his company, who I shall call P has complained about the advice he was given by Western Provident Association Limited (WPA) to switch his company’s group private medical insurance policy.backgroundMr B met an adviser of WPA at a networking event and fo... (2 pages)View decision -
Decision Reference DRN3162761
20 Aug 2019 Black Horse Limited Not upheldBanking and creditMr K complains that the car he acquired through a hire purchase agreement (HPA) with Black Horse Limited was mis-sold. He says this meant he lost money when he came to sell the car.backgroundMr K entered into a HPA with Black Horse in February 2016 to acquire a used car. He says the car wa... (2 pages)View decision -
Decision Reference DRN-4800800
24 Jun 2024 Experian Limited Not upheldConsumer CreditDRN-4800800 The complaint Mr T complains that Experian Limited sent him his statutory credit report in an unsealed envelope. What happened In March 2024, Mr T asked Experian to send him a copy of his report. He received it a few days later in an unsealed envelope and is concerned that it c... (2 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN-4284185
22 Nov 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4284185 The complaint Mr M complains that the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) offered to settle his motor insurance claim is too low. What happened In May 2023, Mr M’s car was stolen from his driveway. He then made a claim on his motor insurance policy. Admiral... (2 pages)View decision -
Decision Reference DRN0604318
16 Aug 2013 Mortgage Express Not upheldBanking and creditMr K complains that, because Mortgage Express (ME) failed to take direct debits for his mortgage, his credit rating had suffered. Mr K also complains that ME’s customer service has been poor, that it failed to do what it had promised to do in December 2009 and about delay in providing h... (2 pages)View decision -
Decision Reference DRN7319165
22 May 2018 Swinton Group Ltd UpheldInsurance (excluding PPI)Mrs W complains that Swinton Group Ltd didn't provide her with the assistance she expected under her breakdown cover when her car broke down.backgroundWhen Mrs W called for assistance when her car broke down she was told her car wasn’t covered under her policy. She ha... (2 pages)View decision -
Decision Reference DRN-1770603
16 Nov 2020 Target Servicing Limited Not upheldMortgagesDRN-1770603 The complaint Mr M has complained that Target Servicing Limited (Target) is pursuing him for payment of a loan. Mr M doesn’t believe Target is entitled to seek payment. He is asking Target to pay compensation. What happened In 2008 Mr M took out a secured loan with a business w... (2 pages)View decision -
Decision Reference DRN-3385439
13 Apr 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3385439 The complaint Miss B complains that Admiral Insurance Company Limited mishandled her motor insurance policy. Miss B is represented by her mother. Where I refer to Admiral, I include employees and others insofar as I hold Admiral responsible for their acts or omissions. What hap... (3 pages)View decision -
Decision Reference DRN-4776268
28 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4776268 The complaint Mr A complains about the settlement payment One Insurance Limited (One Insurance) paid following the total loss of his car, under his motor insurance policy. What happened Mr A was involved in a car accident. His car was written off as a result of the damage that ... (2 pages)View decision