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 DRN7495858
11 Sep 2019 One Sure Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains after his motor insurance policy, bought through One Sure Insurance Limited (“One Sure”), was cancelled after premium payments were missed. Mr J is unhappy with the service he received and feels that the policy terms and conditions were not followed. backgroundMr J bought a ... (2 pages)View decision -
Decision Reference DRN-2056621
24 May 2021 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-2056621 The complaint Mr M complains that a training course, that he was paying for under a fixed sum loan agreement with Caledonian Consumer Finance Limited, was mis-sold to him. What happened Mr M registered for a training course with a course provider in January 2019. He also entere... (3 pages)View decision -
Decision Reference DRN-5626858
17 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5626858 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, made by a premium-brand car-make... (3 pages)View decision -
Decision Reference DRN-5989972
10 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5989972 The complaint Mr C complains that First Response Finance Limited won’t reimburse him for an insurance cancellation charge that he had to pay after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. What happened A used car was s... (2 pages)View decision -
Decision Reference DRN-4388077
15 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4388077 The complaint Ms F and Mr K complains that One Insurance Limited (“One”) declined a claim and cancelled their motor insurance policy. What happened Ms F and Mr K had a motor insurance policy from One covering their car. When Mr K bought the policy, which is in his name, he decl... (3 pages)View decision -
Decision Reference DRN2534389
5 Sep 2013 County Insurance Consultants Limited Not upheldInsurance (excluding PPI)Mr Y complains that an error made by his broker, County Insurance Consultants Limited (County) in setting up his direct debit meant that he was required to pay a higher monthly payment than had been agreed. After the policy renewed, his monthly payments were again increased, contrary t... (2 pages)View decision -
Decision Reference DRN-3095587
8 Oct 2021 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3095587 The complaint Mr J bought a car with the aid of a loan provided by Santander Consumer (UK) Plc. He says that it did not have all the features he was told it would have. Because Santander provided the finance for the car, he says that it is equally liable with the dealership tha... (2 pages)View decision -
Decision Reference DRN9898879
5 Jul 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr J’s complained that One Call Insurance Services Limited didn’t change his motor insurance policy when he told it he’d changed his car. Mr J’s car was impounded by the police. backgroundMr J bought his motor insurance policy with One Call. He changed his car an... (3 pages)View decision -
Decision Reference DRN-4741461
10 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4741461 The complaint Mr Y says Bank of Scotland plc, trading as Halifax, refuses to refund him for two transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (2 pages)View decision -
Decision Reference DRN9517367
1 May 2014 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that Aviva Insurance Limited did not pay his claim under a motor insurance policy.backgroundMr T had a vehicle which was damaged in an accident which was not his fault. He took it to a repair garage but took it away before it was repaired. He later took it to another garag... (3 pages)View decision