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 4361 results
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Decision Reference DRN-3238720
28 Apr 2022 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3238720 The complaint Mr B complains about the amount that he’s been charged by Hitachi Capital (UK) plc, trading as Hitachi Capital Vehicle Solutions, at the end of a hire agreement under which a car had been supplied to him. What happened A new car was supplied to Mr B under a hire a... (4 pages)View decision -
Decision Reference DRN8842207
30 Dec 2015 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr M has complained about Allianz Insurance Plc. He isn’t happy with the way it handled a claim under his motor insurance policy.background Mr M’s car was damaged in December 2014 and he made a claim to Allianz. His car was struck by an unidentified third party in a ... (2 pages)View decision -
Decision Reference DRN0466749
11 Jun 2015 Santander UK Plc Not upheldBanking and creditMr and Mrs T complain that Santander UK Plc has failed to provide validation of the mortgage debt, verify its claim for payment or show them a copy of a lawfully-binding contract between them. Mr T has conducted the complaint throughout.backgroundIn 1986 Mr and Mr... (3 pages)View decision -
Decision Reference DRN-4402141
1 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4402141 The complaint Mr C complains about how esure Insurance Limited trading as esure (“esure”) handled a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with esure covering his car. He was involved in a serious collision with a third-party veh... (2 pages)View decision -
Decision Reference DRN3116860
12 Dec 2016 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G and his son Mr G complain that Tradewise Insurance Company Limited (‘Tradewise’) didn’t pay Mr G’s claim for a stolen van under his motor trade insurance policy. I’ll use ‘Mr G’ to refer to Mr G senior and ‘Mr G2’ to refer to his son Mr G junior. backgroundIn 20... (2 pages)View decision -
Decision Reference DRN4732956
14 Mar 2014 HSBC Bank plc Not upheldBanking and creditMrs C’s representatives under a Power of Attorney, Mr and Mrs D, complain on her behalf that HSBC Bank Plc gave incorrect advice about how they could act on her behalf. This meant they incurred, on Mrs C’s behalf, solicitors’ fees.background Mrs C held a current account and a dormant Ind... (2 pages)View decision -
Decision Reference DRN-5394114
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5394114 The complaint Mr C complains about how his insurer, U K Insurance Limited trading as Privilege (Privilege).handled his No Claims Discount (NCD) following a claim for a collision. References to Privilege in this decision include their agents. What happened Mr C took out a m... (4 pages)View decision -
Decision Reference DRN3949120
14 Sep 2016 Secure Trust Bank Plc Not upheldBanking and creditMr R complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, was misrepresented to him. He also complains about a dent on the car, that he wasn’t provided with the warranty information and th... (2 pages)View decision -
Decision Reference DRN4370781
14 Jun 2019 Markel International Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs J, a director of S Ltd, complains that Markel International Insurance Company Limited (“Markel”) have unfairly declined her company’s claim for legal expenses. backgroundS Ltd, a residential family centre, holds a social welfare insurance policy with Markel. In June 2... (5 pages)View decision -
Decision Reference DRN-4384468
21 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4384468 The complaint Mrs T and Mr T complains about how their insurer, One Insurance Limited (One), handled a claim under their motor insurance policy. Any reference to One in this decision includes their agents. What happened In July 2022, Mrs T and Mr T had an accident in which thei... (3 pages)View decision
