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-4413361
8 Jan 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4413361 The complaint Mr H and Mrs H have complained that Premier Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim for damage to their car. What happened Mr H made a change of car through his broker’s onli... (2 pages)View decision -
Decision Reference DRN9791060
19 Apr 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that Ageas Insurance Limited hasn’t recovered her excess after she was in an incident and a claim was made on her motor insurance policy. She’s unhappy that Ageas said she would be considered at fault for the incident and it won’t take the matter ... (2 pages)View decision -
Decision Reference DRN-4755567
7 May 2024 Credit Karma UK Limited Not upheldConsumer CreditDRN-4755567 The complaint Mr M complains that Credit Karma UK Limited sent him marketing emails despite being aware of his communication preferences. What happened Mr M recently signed up for an account with Credit Karma. During the registration process, Mr M confirmed he didn’t want to re... (2 pages)View decision -
Decision Reference DRN-4456130
14 Nov 2023 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4456130 The complaint Miss G is unhappy with the service she received from AA Underwriting Insurance Company Limited (the AA) after she reported her car had been hit by a third party. What happened In December 2021 Miss G’s vehicle was parked and unattended when it was hit by a third-p... (3 pages)View decision -
Decision Reference DRN4168365
5 Mar 2020 Hitachi Capital (UK) Plc Not upheldBanking and creditMr G is unhappy with the way Hitachi Capital (UK) Plc handled two fraudulent loan applications made in his name. backgroundIn June 2018 Hitachi received an online application for a £4,000 loan, apparently from Mr G. In fact, Mr G hadn’t made the application; a fraudster had, using some of ... (2 pages)View decision -
Decision Reference DRN8797670
19 Apr 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold a Royalties Gold packaged bank account to him in 2012. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundOne of our adjudicators looked at Mr F’s complaint already an... (2 pages)View decision -
Decision Reference DRN-5871756
18 Dec 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5871756 The complaint Ms J complains about Western Union Payment Services GB Limited. She says that Western Union didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost as a result. What happened Ms J received phone ca... (3 pages)View decision -
Decision Reference DRN-5782449
3 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5782449 The complaint Mrs B complains Liverpool Victoria Insurance Company Limited (LV) provided a poor level of communication, and unfairly settled a claim on her motor insurance policy. What happened Mrs B was involved in an incident in which she collided with a third-party vehicl... (2 pages)View decision -
Decision Reference DRN1097221
1 Nov 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains that Liverpool Victoria Insurance Company Limited has recorded a claim on his motor insurance record.backgroundA claim was made against Mr M for an accident in which a car was damaged. LV dealt with third party’s claim and settled it on the basis that it couldn’t defend it w... (2 pages)View decision -
Decision Reference DRN-1762568
25 Sep 2020 PSA Finance UK Limited UpheldConsumer CreditDRN-1762568The complaintMr M’s complaint is about the car he acquired through a conditional sale agreement with PSA Finance UK Limited. He says a fault occurred within the first two weeks that is ongoing. He wants the fault repaired and to be refunded the cost of a failed repair. The detai... (2 pages)View decision