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-4977466
25 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4977466 The complaint Mr S complains about the service he received from UK Insurance Limited trading as Direct Line Insurance (‘UKI’) when he made a claim under his car insurance policy. What happened Mr S held car insurance through UKI. The policy booklet explained in the event of... (3 pages)View decision -
Decision Reference DRN-3058465
30 Sep 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3058465 The complaint Mr K has complained that Admiral Insurance Company Limited (Admiral) has undervalued his car following the theft of his vehicle. What happened Mr K’s car was stolen so he made a claim. Admiral offered Mr K £14,220 as a total loss settl... (3 pages)View decision -
Decision Reference DRN-3312514
11 Mar 2022 Startline Motor Finance Limited Not upheldConsumer CreditDRN-3312514 The complaint Mr C complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll foc... (3 pages)View decision -
Decision Reference DRN-2977221
26 Aug 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2977221 The complaint Mr M is unhappy Bank of Scotland plc (trading as Halifax) hasn’t refunded him £58,000 he lost to an investment scam. It’s refunded half but has said he bears responsibility for the remaining loss. What happened The details of this case have been clearly set out b... (3 pages)View decision -
Decision Reference DRN3681441
1 Aug 2018 Career Finance 4 Trade Skills Limited Not upheldBanking and creditMr A complains that Career Finance 4 Trade Skills Limited won’t refund the money he paid for a vocational training course. His complaint is made under Section 75 of the Consumer Credit Act 1974 (Section 75).backgroundIn April 2013 Mr A enrolled on a domestic gas eng... (3 pages)View decision -
Decision Reference DRN-2941140
16 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2941140 The complaint Mr A is unhappy that Monzo Bank Ltd (“Monzo”) didn’t do more to help him after he was the victim of a scam. What happened Mr A has an account with Monzo. In May 2020, he decided to invest his money using the services of someone who had approached him on a social m... (4 pages)View decision -
Decision Reference DRN-3457897
5 May 2022 Society of Lloyd's Not upheldInsuranceDRN-3457897 The complaint Mr W complains that the policy for his vehicle was cancelled by Society of Lloyd’s. That he only received a partial refund of his premium. And that he was forced to find insurance elsewhere, on short notice, and at a higher cost. What happened Mr W owned a VW Tran... (7 pages)View decision -
Decision Reference DRN-3265870
25 Jan 2022 esure Insurance Limited Not upheldInsuranceDRN-3265870 The complaint Mr T had a car insurance policy with esure Insurance Limited (esure). Mr T’s son was also included on the policy as a named driver. On 30 October 2020 Mr T’s son says that the insured car was stolen from outside his place of work. However, esure has declined to pa... (6 pages)View decision -
Decision Reference DRN-3559186
30 Jun 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3559186 The complaint Mr S is unhappy with how TransUnion International UK Limited has handled updating his credit file to show he is registered on the electoral roll. What happened On 24 January 2021 Mr S raised his concern that he was not appearing on the electoral roll and referred ... (3 pages)View decision -
Decision Reference DRN-3207548
25 Feb 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3207548 The complaint Mr L complains about how AA Underwriting Insurance Company Ltd (AA) dealt with things when another driver said he had hit their car. What happened Mr L had motor insurance underwritten by AA. He was contacted by AA who said another driver’s insurance company was c... (3 pages)View decision