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-3349326
6 May 2022 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3349326 The complaint Mr H is unhappy that Yorkshire Building Society (“YBS”) lost his account passbook which contained personal and financial information. What happened YBS returned Mr H’s account passbook to him by posting it in the mail. Unfortunately, the passbook never arrived at ... (2 pages)View decision -
Decision Reference DRN-4449656
10 Nov 2023 esure Insurance Limited Not upheldInsuranceDRN-4449656 The complaint Mr Y complains esure Insurance Limited cancelled his motor insurance policy by mistake and this caused him significant problems. What happened Mr Y had a motor insurance policy with esure. The policy was cancelled. The following day Mr Y was stopped by the Police ... (2 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 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-5743366
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5743366 The complaint A limited company, which I will refer to as B, complains about the avoidance of a motor insurance policy and the decline of a claim by esure Insurance Limited. Mr O, a director of B, brings the complaint on its behalf. What happened The parties are aware of the... (4 pages)View decision -
Decision Reference DRN-4376312
24 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4376312 The complaint Mr P and Mrs T have complained that Santander UK Plc won’t refund the money they lost to an investment they now believe was a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap th... (3 pages)View decision -
Decision Reference DRN-4374827
6 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4374827 The complaint Mr A complains that the offer Skyfire Insurance Company Limited (‘Skyfire’) made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was involved in an accident with a third-party. The accident was not Mr A’s fault. Mr A says th... (2 pages)View decision -
Decision Reference DRN3257423
16 Jun 2016 London and Country Mortgages Ltd Not upheldPayment protection insurance (PPI)Mr Y complains that London and Country Mortgages Ltd mis-sold him payment protection insurance (PPI) when he took out a mortgage in 2002.backgroundOne of our adjudicators explained to Mr Y that because this policy was sold prior to insurance being covered by us, we c... (3 pages)View decision -
Decision Reference DRN6621309
12 Aug 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that CIS General Insurance Limited settled false claims under his motor insurance policy.backgroundMr B says he was not involved in any incident but CIS settled third party claims against him. He complained about the effect on his premiums.our adjudicator’s viewThe adjudic... (3 pages)View decision -
Decision Reference DRN7312988
17 Oct 2014 MEM Consumer Finance Limited UpheldBanking and creditMrs R and her representative complain that MEM Consumer Finance Limited has applied a default to her credit file. backgroundMrs R took out a payday loan with MEM but her payments were in arrears. She is unhappy that MEM applied a default to her credit file without sending her a default... (2 pages)View decision