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 DRN-5938029
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5938029 The complaint The estate of Ms L complains Nationwide Building Society (“Nationwide”) refuses to refund it for unauthorised transactions on its account. This complaint has been brought by the executor of the late Ms L’s will, who I will refer to as “T” in my decision. The co... (3 pages)View decision -
Decision Reference DRN-3546335
2 Aug 2022 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-3546335 The complaint Mrs T complains that a car supplied to her by Hyundai Capital UK Ltd (trading as Hyundai Finance) was misrepresented to her. What happened In September 2021 Mrs T entered into a conditional sale agreement with Hyundai for a new plug-in hybrid car. She says her dec... (3 pages)View decision -
Decision Reference DRN-3672918
8 Sep 2022 esure Insurance Limited Not upheldInsuranceDRN-3672918 The complaint Mr K complains that after he made a claim on his motor insurance policy esure Insurance Limited didn’t pay him enough for his written-off car or pay for all its storage charges. What happened Mr K’s car was stolen and recovered in early August 2021. esure decided ... (3 pages)View decision -
Decision Reference DRN-3292939
18 Feb 2022 Coverdrone Limited Not upheldInsuranceDRN-3292939 The complaint Mr W’s complaint is about a specialist insurance policy he took out with Coverdrone Limited. He is unhappy that a claim he made for the loss of the drone covered by the policy, following an accident, has been declined. He considers the documentation associated wit... (3 pages)View decision -
Decision Reference DRN-4255948
31 Oct 2023 Tesco Underwriting Limited Not upheldInsuranceDRN-4255948 The complaint Mrs L complained about Tesco Underwriting Limited’s service when she claimed under her motor insurance policy. What happened Mrs L’s car was damaged when another car crashed into it and the other driver( the third party) failed to stop. Tesco declared that her car... (3 pages)View decision -
Decision Reference DRN1214752
17 Jul 2017 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Miss D has complained about the way Pinnacle Insurance Plc dealt with a claim made under her car insurance policy. For the purposes of my decision, any agent acting on behalf of Pinnacle dealing with the claim is one in the same.backgroundMiss D’s car was involved i... (3 pages)View decision -
Decision Reference DRN1395865
2 Jun 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium payment protection insurance (“PPI”) policy, sold in 2010. The policy was sold alongside a loan that Mr F wanted for the purchase of a car.Mr F says that Lloyds Bank PLC (“Lloyds”) mis-sold the policy.backgroundThe adjudicator conclud... (3 pages)View decision -
Decision Reference DRN-5655577
8 Sep 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5655577 The complaint Ms P complains about Automobile Association Insurance Services Limited (AA) issuing documents under her motor insurance policy showing a claim made in respect of the theft of her vehicle as a non-fault claim, then issuing documents recording the claim as a faul... (3 pages)View decision -
Decision Reference DRN-3345171
2 Mar 2022 U K Insurance Limited UpheldInsuranceDRN-3345171 The complaint Mr L has complained about U K Insurance Limited’s (UKI) handling of a claim on his motor insurance policy. Reference to UKI includes its agents. Provisional decision I issued a provisional decision on 15 February 2022. For ease I’ve copied the relevant extracts be... (3 pages)View decision -
Decision Reference DRN3105479
24 Jul 2014 GMAC UK Plc Not upheldBanking and creditMr R complains about a car supplied to him in March 2012 and financed by a hire purchase agreement with GMAC UK Plc.backgroundMr R’s initial complaint focused on the quality of the car. He says that the car has had various intermittent problems since he purchased it, in particular with ... (3 pages)View decision