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 4393 results
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Decision Reference DRN-4602420
28 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4602420 The complaint Mr and Mrs L complain that Acasta European Insurance Company Limited (Acasta) unfairly declined their Guarantee Insurance claim. Any reference to Acasta in this final decision includes its respective agents unless specified otherwise. What happened The background ... (3 pages)View decision -
Decision Reference DRN9231210
15 May 2015 Banque PSA Finance UpheldBanking and creditMr D complains that Banque PSA Finance, trading as Peugeot Financial Services, (“PFS”), unfairly charged him for damage to his car, an incomplete service history and a missing document at the end of his hire purchase agreement. The complaint is brought on Mr D’s beha... (3 pages)View decision -
Decision Reference DRN3814595
4 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMiss B and Mr T complain that Lloyds Bank PLC didn’t treat them fairly or reasonably when dealing with the redemption of their mortgage. They want matters put right.backgroundMiss B and Mr T had a mortgage with Lloyds. They said it gave their solicitors an incorrect red... (2 pages)View decision -
Decision Reference DRN2292736
24 Mar 2015 Octagon Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains that Octagon Insurance Company Limited treated his motor insurance policy as if it did not exist from the start (voided it) due to misrepresentation, provided poor service, withheld his no claims discount (NCD) and disposed of his car without his consent ... (2 pages)View decision -
Decision Reference DRN6576827
15 Aug 2014 Experto Credite Limited Not upheldBanking and creditMr and Mrs H complain that Experto Credite Limited (“Experto”) incorrectly recorded defaults on their credit files. They ask for compensation to be paid for their time and effort in resolving the problem. They also want Experto to make a payment to them which is equal to the amount pai... (3 pages)View decision -
Decision Reference DRN-3311091
22 Mar 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3311091 The complaint Mrs P complains about the amount that she’s been charged by Volkswagen Financial Services (UK) Limited for a car that was supplied to her under a hire purchase agreement. Her husband is also involved with her complaint. What happened A new car was supplied to Mrs ... (3 pages)View decision -
Decision Reference DRN-5395568
8 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395568 The complaint Mrs R complain about the quality of service from their insurer, Acromas Insurance Company Limited (Acromas), under their breakdown cover in respect of breakdowns to their vehicle while on a trip overseas. References to Acromas in this decision include their ag... (5 pages)View decision -
Decision Reference DRN4786490
1 Jun 2018 Hiscox Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T trading as P has complained that Hiscox Insurance Company Limited (Hiscox) refused to pay out on a claim he made on his camera insurance policy. background I issued a provisional decision on this complaint in January this year. An extract follows:“Mr T took out a ... (5 pages)View decision -
Decision Reference DRN-4492347
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4492347 The complaint Mr B has complained about the way Covea Insurance plc has dealt with an alleged claim against his motor policy as this has increased his premium substantially. What happened Mr B was offered a three-year fixed motor premium by a well-known insurance intermediary. ... (5 pages)View decision -
Decision Reference DRN-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 pages)View decision
