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 DRN4843859
18 Feb 2019 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr S has complained on behalf of company S about the way Covea Insurance plc dealt with a claim he made on S’s motor trade insurance policy after one of its vehicles was damaged. backgroundMr S took out a motor trade policy through a broker. In July 2018 the car... (3 pages)View decision -
Decision Reference DRN8146882
30 May 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr W’s complained about the way Royal & Sun Alliance Insurance Plc (RSA) dealt with his motor insurance claim.backgroundIn July 2016 Mr W’s car was hit while parked and unattended. A witness let him know someone had pulled out of a driveway opposite and hit ... (3 pages)View decision -
Decision Reference DRN1213698
5 Apr 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr M’s complaint is about a number of motor insurance policies he took out through Be Wiser Insurance Services Ltd.backgroundI set the background out in a provisional decision that I sent in March as follows;Mr M bought four policies over a number of months. The crux ... (3 pages)View decision -
Decision Reference DRN-4332067
8 Dec 2023 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4332067 The complaint Mr U has complained that Watford Insurance Company Europe Limited avoided (treated it as if it never existed) his motor insurance policy, refused to pay his claim and wants to recover its outlay from him. What happened Mr U took out a motor insurance policy with W... (3 pages)View decision -
Decision Reference DRN-4834391
25 Sep 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4834391 The complaint Mr H complains that Highway Insurance Company Limited declined his claim and avoided his motor insurance policy. What happened Mr H bought a new campervan from a campervan conversion company, who had converted the van into a campervan before Mr H purchased it. ... (3 pages)View decision -
Decision Reference DRN-5598797
3 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5598797 The complaint W has complained about what Aviva offered in settlement of its claim under its Mini Fleet Insurance policy. W is represented by a director, who I’ll refer to as Mr J. What happened One of W’s vehicles, which it bought new in September 2023, was damaged in an ac... (4 pages)View decision -
Decision Reference DRN-5722648
22 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5722648 The complaint Mr O complains that a car that was supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr O under a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4601089
11 Jun 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4601089 The complaint Miss A is unhappy that a car supplied to her under a hire purchase agreement (HP) with Mercedes-Benz Financial Services UK Limited (MBFS) was of an unsatisfactory quality. What happened In March 2023, Miss A was supplied with a used car through a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-2459412
26 Feb 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2459412 The complaint Ms W complains about end of contract charges when her hire purchase agreement for a car with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance ended. What happened In March 2016, Ms W entered into a three-year hire purchase agreement wit... (3 pages)View decision -
Decision Reference DRN-3956441
7 Mar 2023 Bank of Scotland Plc Not upheldMortgagesDRN-3956441 The complaint Mr P is unhappy that a portfolio of buy-to-let (BTL) properties mortgaged to Bank of Scotland plc trading as Birmingham Midshires (and referred to here as BM) is still in his name, and being reported on his credit file where payments are being made late. To settle... (4 pages)View decision