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 4777 results
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Decision Reference DRN0836218
20 May 2016 Lex Autolease Limited Not upheldBanking and creditMr E complains about a faulty car he hired using finance provided by Lex Autolease Limited.backgroundIn September 2015 Mr E hired a car. Ten days later it developed a fault with the diesel particulate filter (“DPF”). The car was repaired after another ten days in t... (3 pages)View decision -
Decision Reference DRN-5686482
28 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5686482 The complaint Miss D complains that First Central Underwriting Limited (“First Central”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-maker with a diesel... (3 pages)View decision -
Decision Reference DRN3429494
30 Jul 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Ms A through her father Mr B has complained about the administration of her motor policy by CIS General Insurance Limited. She found the premium advice confusing and believed that CIS cancelled her policy without notification. She also says she was given incorrect information regarding... (3 pages)View decision -
Decision Reference DRN-5367863
22 Aug 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5367863 The complaint Mr W complains about the increase in the road fund licence, in relation to a vehicle that he acquired through a hire agreement with Lex Autolease Ltd (LAL). What happened In September 2022 Mr W signed a hire agreement with LAL for a brand-new car that was yet t... (3 pages)View decision -
Decision Reference DRN-3574071
1 Aug 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3574071 The complaint Miss T complains that Ageas Insurance Limited mishandled her claim on a motor insurance policy. Where I refer to Ageas, I refer to the above-named insurance company and I include employees and others insofar as I hold Ageas responsible for their acts or omissions.... (3 pages)View decision -
Decision Reference DRN3601624
11 Mar 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C is unhappy that a claim against his policy has been settled as a fault claim by his motor insurer Acromas Insurance Company Limited (Acromas). He says he doesn’t recall the incident and hasn’t been given the opportunity to give his side of what happened.Referen... (3 pages)View decision -
Decision Reference DRN-5170041
16 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5170041 The complaint Miss S complains that NewDay Ltd (‘NewDay’) trading as Debenhams Mastercard, applied a default unfairly because it applied it around two years after it first issued a default notice. What happened Miss S had a NewDay branded credit card. In March 2018 she told... (3 pages)View decision -
Decision Reference DRN4280543
19 Nov 2013 Next Retail Limited Not upheldBanking and creditMr R complains, in summary, that Next Retail Limited (“Next”) incorrectly applied a default to his credit file.backgroundMr R said that he had phoned Next in 2010 to inform it that he had changed his address. He then did not receive any statements or correspondence from Next, but he als... (3 pages)View decision -
Decision Reference DRN5190816
13 Aug 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr H has complained that Markerstudy Insurance Company Limited refused to pay a claim on his motor insurance policy.backgroundMr H bought a van in a private sale and insured it with Markerstudy. Shortly afterwards the van was stolen. He claimed on his policy. It turned out that the van had... (3 pages)View decision -
Decision Reference DRN-5432573
9 May 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5432573 The complaint Mr F complains about the amount Alwyn Insurance Company Limited (‘Alwyn’) agreed to pay for the total loss of his motorbike under his motorbike insurance policy. What happened Mr F made a claim following the theft of his motorbike. Following review, Alwyn acce... (3 pages)View decision