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 4385 results
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Decision Reference DRN-5534426
16 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5534426 The complaint Mr H and Miss W have complained about the way Shawbrook Bank Limited responded to claims they’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140... (4 pages)View decision -
Decision Reference DRN-2718946
29 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2718946 The complaint Mrs Q complains, through her husband Mr Q, that Admiral Insurance Company Limited is responsible for poor service in connection with a motor insurance policy. What happened The Financial Ombudsman Service deals with a consumer’s complaint against an insurance com... (4 pages)View decision -
Decision Reference DRN-2361022
9 Apr 2021 esure Insurance Limited Not upheldInsuranceDRN-2361022 The complaint Mr T had a motor insurance policy with esure Insurance Limited when his car was damaged in an accident. He says esure provided very poor service to him after he reported it. What happened Mr T told us that he advised esure in November 2019 that another car had dri... (3 pages)View decision -
Decision Reference DRN0277092
5 Feb 2020 Covea Insurance plc UpheldInsurance (excluding PPI)Mr B has complained about the service he received from Covea Insurance plc and the market value offer it made when he made a claim under his car insurance policy.background In July 2018 Mr B was involved in an incident and he made a claim to his insurer, Covea. An engineer reported that it... (4 pages)View decision -
Decision Reference DRN-5280100
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5280100 The complaint Mr A complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr A is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr A directly. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4500789
8 Dec 2023 U K Insurance Limited UpheldInsuranceDRN-4500789 The complaint Mr M is unhappy with the settlement paid to him by U K Insurance Limited trading as Churchill Insurance (“Churchill”) following a claim he made on his motor insurance policy. What happened Mr M was involved in a motor accident and his car was damaged, so he made a... (4 pages)View decision -
Decision Reference DRN-5004519
23 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5004519 The complaint Mr S complains that HSBC won’t refund the money he lost when he says he was the victim of a scam. What happened Mr S says that he received messages via a social networking site from a company I’ll refer to in this decision as D. He no longer has the messages, ... (4 pages)View decision -
Decision Reference DRN-4365421
25 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4365421 The complaint Mrs H is unhappy with the way in which Covea Insurance plc handled a claim made on her car insurance policy (‘the policy’), including the amount it’s settled her claim for. What happened I issued my provisional decision in August 2023 explaining why I was intendin... (4 pages)View decision -
Decision Reference DRN-3863224
13 Mar 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-3863224 The complaint Mr F complains that a car he acquired with credit from Specialist Motor Finance Limited (SMF) wasn’t of satisfactory quality. What happened Mr F entered into a credit agreement with SMF via an intermediary in January 2020 to acquire a used car. The credit to buy t... (3 pages)View decision -
Decision Reference DRN9268014
26 Apr 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr R complained about the settlement figure offered by Advantage Insurance Company Limited (“Advantage”) after his car was written off in an accident. He also complained about ownership of the car being transferred before he had accepted the offer. Mr R also complained ... (4 pages)View decision
