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 4755 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 DRN-5006186
6 Sep 2024 Yorkshire Building Society Not upheldMortgagesDRN-5006186 The complaint Mr C and Mrs S complain that Yorkshire Building Society (YBS) disclosed their financial information to a fraudster and then failed to deal with the matter quickly or support them appropriately. What happened Mr C and Mrs S have an offset mortgage with YBS, mean... (3 pages)View decision -
Decision Reference DRN-5759633
18 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5759633 The complaint Ms M is unhappy with the way Ageas Insurance Limited handled her claim on her motor insurance policy after she was involved in a hit and run. What happened Ms M’s motor insurance policy commenced on 7 July 2023. In January 2024, her vehicle was hit by a third p... (3 pages)View decision -
Decision Reference DRN4906110
28 Feb 2017 D. M. Design Bedrooms Limited Not upheldBanking and creditMrs G complains about the cashback that she received under a fixed sum loan agreement that was sold to her by D. M. Design Bedrooms Limited.backgroundDM Design agreed to install a new kitchen for Mrs G. She financed the kitchen with a fixed sum loan agreement with a... (2 pages)View decision -
Decision Reference DRN7294652
25 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr A held insurance with Royal & Sun Alliance Insurance Plc (“RSA”) and he complains that it lost his personal information. backgroundRSA wrote to Mr A to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whether the data... (2 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 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 DRN-2510079
8 Apr 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-2510079 The complaint Mr and Mrs S have complained about Admiral Insurance Company Limited’s actions in connection with their motor insurance policies. Mr S has taken the lead in bringing this complaint; so, where I refer to his comments below those should be read as being on behalf of... (3 pages)View decision -
Decision Reference DRN5137910
21 Nov 2014 UK Insurance Limited UpheldInsurance (excluding PPI)Miss B complains about the way in which U K Insurance Limited (trading as Churchill) investigated the claim she made under her motor insurance policy when her car was damaged by debris falling from a lorry.backgroundMiss B says that on 3 August 2013, as she was driving along the motorwa... (3 pages)View decision