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 DRN3823336
30 Oct 2015 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr G complains that Caledonian Consumer Finance Limited, (“CCFL”), will not cancel his loan with it. The complaint is brought on Mr G’s behalf by a solicitor, but for ease, I shall refer below to all actions and comments being provided by Mr G, unless I say otherw... (3 pages)View decision -
Decision Reference DRN8716951
1 Dec 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Ms C’s complained about the way Allianz Insurance Plc dealt with a claim from a third party under her motor insurance policy.backgroundAllianz received a claim against Ms C’s motor policy from a third party in November 2015. When it contacted Ms C she said she hadn... (3 pages)View decision -
Decision Reference DRN1547731
28 Nov 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about the way in which his legal expenses insurance claim was handled by Ageas. He’s also unhappy that he can’t use his own choice of solicitors to further his claim.backgroundIn 2016 Mr G was involved in a road traffic incident in which he suf... (3 pages)View decision -
Decision Reference DRN2126351
15 May 2017 Capital One (Europe) plc UpheldBanking and creditMrs D complains that Capital One (Europe) plc registered a default on her credit file and won’t remove it.backgroundMrs D was made redundant in early 2012. She contacted Capital One immediately. Capital One agreed a long term payment plan with Mrs D and stopped addi... (4 pages)View decision -
Decision Reference DRN-5330176
14 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5330176 The complaint Mr M is unhappy with the service provided by U K Insurance Limited (UKI) following a claim he made on his car insurance policy. What happened In January 2024 Mr M’s car was involved in an incident. Mr M was told UKI would settle his claim on a total loss basis... (3 pages)View decision -
Decision Reference DRN-4545548
29 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4545548 The complaint Mrs E complains that Barclays Bank UK PLC (Barclays) won’t refund money she paid to a company in 2016. What happened Mrs E is represented by her son, who holds a Lasting Power of Attorney (LPA) over her financial affairs. As it is he who contacted Barclays and thi... (4 pages)View decision -
Decision Reference DRN-3390601
31 Mar 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3390601 The complaint Mr U has complained that Admiral Insurance Company Limited settled two claims against him from third parties under his motor insurance policy without properly investigating them and after he’d said he was not involved. What happened Admiral received a claim agains... (3 pages)View decision -
Decision Reference DRN-5470882
15 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5470882 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In October 2024 Mr C bought a car in a private sale for £7,500. He insured it with Admiral. Around two months later Mr C was in an accident. Admi... (3 pages)View decision -
Decision Reference DRN-2327993
9 Nov 2020 Lex Autolease Ltd Not upheldConsumer CreditDRN-2327993 The complaint Mr B is unhappy that Lex Autolease Ltd have invoiced him to pay an MOT penalty and associated costs. What happened Mr B took out a regulated consumer hire agreement for a car with Lex Autolease in January 2017. This was arranged by a broker. In December 2019, Mr B... (3 pages)View decision -
Decision Reference DRN9799452
27 Apr 2020 TTR PT Limited UpheldBanking and creditMr M complains about a course he bought on finance with TTR PT Limited (TTR). backgroundIn February 2019, Mr M bought a training course from TTR using a fixed sum loan agreement. TTR provided both the course and the finance for it. A few days later, Mr M entered the training portal and qu... (3 pages)View decision