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 DRN7148420
26 Mar 2020 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr P has complained about Advantage Insurance Company Limited’s service after he claimed on his motor insurance policy.Reference to Advantage includes its agents.backgroundMr P was in an accident which he said was the other driver’s fault. Advantage arranged repairs to his car. The other d... (3 pages)View decision -
Decision Reference DRN-2089078
6 Nov 2020 Startline Motor Finance Limited UpheldConsumer CreditDRN-2089078 The complaint Mr D complains about the way Startline Motor Finance Limited handled his hire purchase agreement when he was unable to meet the payments due. What happened In August 2017 Mr D took a used car on a five-year hire purchase agreement from Startline. By around April 2... (3 pages)View decision -
Decision Reference DRN-5514672
28 Apr 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5514672 The complaint Mr I complains about the response of Tesco Underwriting Limited (‘Tesco’) to his motor insurance claim. As Tesco are responsible for the actions of their appointed agents, any reference to Tesco in my decision should also be interpreted as covering the actions ... (3 pages)View decision -
Decision Reference DRN-5203765
15 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5203765 The complaint Mr C complains about how Ageas Insurance Limited (Ageas) dealt with a claim under his motor insurance policy for the theft of his motorcycle. References to Ageas in this decision include their agents. This decision covers Mr C’s complaint to this Service in S... (3 pages)View decision -
Decision Reference DRN-5120314
30 Dec 2024 Creation Financial Services Limited UpheldConsumer CreditDRN-5120314 The complaint Mr B complains that Creation Financial Services Limited trading as Creation (Creation) defaulted his account. What happened In July 2022, Mr B started a Buy Now Pay Later credit agreement at a retailer. The limit was £1,000 and was interest free on the first pu... (4 pages)View decision -
Decision Reference DRN-5220304
20 May 2025 Integrated Financial Arrangements LTD UpheldPensions and AnnuitiesDRN-5220304 The complaint Mr W’s complains that Integrated Financial Arrangements LTD trading as Transact (Transact) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from a provider I’ll refer to as provider R to a provider I’ll refer to as ... (10 pages)View decision -
Decision Reference DRN5843984
12 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs W are unhappy that Lloyds Bank plc sold them a fee-paying packaged bank account rather than a free one. They say they only wanted an overdraft facility, not any of the other added benefits (such as insurance policies or motor breakdown cover). backgroundOu... (3 pages)View decision -
Decision Reference DRN6871681
17 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in December 2003. Mr A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator concluded that the policy was not mis-sold... (3 pages)View decision -
Decision Reference DRN4677490
28 Aug 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy sold in conjunction with a credit card in December 2005. Mr A says that The Royal Bank of Scotland Plc (“RBS”) mis-sold the policy.backgroundOur adjudicator initially concluded that the policy was mis-... (3 pages)View decision -
Decision Reference DRN-3082027
22 Nov 2021 QIC Europe Ltd Not upheldInsuranceDRN-3082027 The complaint Mr S complains that QIC Europe Limited (QIC) avoided his car insurance policy and refused to pay his claim following an accident. What happened Mr S took out car insurance with QIC through a broker. The car was purchased for Mr S by his friend through his company ... (3 pages)View decision