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-5271047
20 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5271047 The complaint Mr F complains about how his insurer, esure Insurance Limited (esure) valued his vehicle as a total loss following an accident. Any reference to esure in this decision includes their agents. What happened In August 2024 Mr F’s vehicle was involved in an accid... (5 pages)View decision -
Decision Reference DRN-3706235
11 Oct 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3706235 The complaint Mr S complains that Embark Investment Services Limited (“Embark”) failed to transfer his self-invested personal pension (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this complaint in August 2022. In that decisio... (4 pages)View decision -
Decision Reference DRN4871646
30 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMrs K says Lloyds Bank PLC mis-sold her a Silver packaged bank account.BackgroundMrs K’s account history is as follows: February 2008: opened as a fee-free account, May 2009: changed to a Silver account, July 2018: changed to a fee-free account. Our adjudicator assessed the com... (2 pages)View decision -
Decision Reference DRN4822488
26 Sep 2017 Saga Services Limited Not upheldInsurance (excluding PPI)Mr B has complained that Saga Services Limited didn’t give him enough time to reply to it and he found their letters threatening. Mr B bought a car insurance policy with Saga.backgroundMr B bought a car insurance policy with Saga. It asked him to provide proof of... (2 pages)View decision -
Decision Reference DRN4271349
24 Feb 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr H complains about how One Call Insurance Services Limited cancelled his car insurance.backgroundIn October Mr H phoned One Call to take out car insurance. They asked him to provide further information, including his driving license, signed direct debit instruction and ... (2 pages)View decision -
Decision Reference DRN-4162187
26 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4162187 The complaint Mr K complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened Mr K was a director of a company. The company acquired a sports utility vehicle. For the year from late January 2021, Mr K took out an Aviva policy for the ... (3 pages)View decision -
Decision Reference DRN-3340624
30 Mar 2022 Covea Insurance plc UpheldInsuranceDRN-3340624 The complaint Mr W complains about the valuation Covea Insurance plc (Covea) put on his car when it was damaged in an accident. What happened Mr W had motor insurance underwritten by Covea. Mr W’s car was badly damaged when it was hit by another vehicle. Covea decided the car w... (3 pages)View decision -
Decision Reference DRN-2666302
15 Mar 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2666302 The complaint Mr W’s complaint is about the charges applied at the end of his hire agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He rejects the claim for damage. What happened Mr W entered into a hire agreement with MBFS in September 2017. At the end of the... (3 pages)View decision -
Decision Reference DRN-2274703
4 Feb 2021 Raedex Consortium Limited Not upheldConsumer CreditDRN-2274703 The complaint Mr S complains about excess mileage charges in relation to a car hired to him under a hire agreement with Raedex Consortium Limited trading as Wheels4Sure (“W4S”). What happened In January 2018 Mr S was supplied with a car and entered into a hire agreement with W4... (2 pages)View decision -
Decision Reference DRN8135971
9 Oct 2019 Nationwide Building Society Not upheldBanking and creditMrs M complains about the policies and practices of Nationwide Building Society in relation to powers of attorney.backgroundMrs M is represented in this complaint by her son Mr M. Mr M has a lasting power of attorney (LPA) for his mother. He applied to register the LPA with Nationwide. But... (2 pages)View decision
