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 DRN-3429812
11 May 2022 AWP P&C SA Not upheldInsuranceDRN-3429812 The complaint Mr A complains that AWP P&C SA (AWP) has declined a claim and avoided his motor warranty insurance policy after his vehicle suffered a catastrophic engine failure. What happened Mr A’s vehicle suffered a catastrophic engine failure. It ... (3 pages)View decision -
Decision Reference DRN-5374973
5 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5374973 The complaint Mr T complains that the caravan he acquired through Black Horse Limited (“BHL”), wasn’t of satisfactory quality. He wants to reject the caravan and end the finance agreement. What happened Mr T entered into a hire purchase agreement in May 2022 to acquire a new... (3 pages)View decision -
Decision Reference DRN-4919524
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4919524 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) recorded a default on his credit file, in relation to a car they had supplied to him under a hire purchase agreement. What happened In December 2018, Mr P was... (3 pages)View decision -
Decision Reference DRN-3657158
19 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3657158 The complaint Mr K and Miss P are unhappy esure Insurance Limited declined their claim made under their home insurance policy for water damage to their property. What happened I issued a provisional decision on this complaint on 3 August 2022 detailing my intention to partly up... (4 pages)View decision -
Decision Reference DRN-3058492
30 Sep 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3058492 The complaint Mr U has complained that Admiral Insurance Company Limited (Admiral) has undervalued his car following a claim on his motor insurance policy. What happened Mr U’s car was stolen and recovered but was deemed a total loss. Admiral offered ... (3 pages)View decision -
Decision Reference DRN-3648545
16 Sep 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3648545 The complaint Via her legal representative, Miss P complains that Bank of Scotland plc trading as Birmingham Midshires Mortgages (“Birmingham Midshires”) is trying to make her pay an Early Repayment Charge (ERC) despite the fact that it doesn’t have her signature on the mortgag... (3 pages)View decision -
Decision Reference DRN-2542963
15 Feb 2021 esure Insurance Limited UpheldInsuranceDRN-2542963 The complaint Mr B complains about the deduction esure Insurance Limited made from the valuation placed on his car after a claim made on his motor insurance policy. He wants the full valuation for the car’s market value in settlement of his claim. What happened Mr B’s car was s... (3 pages)View decision -
Decision Reference DRN-5792816
21 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5792816 The complaint Mr S is unhappy with how MBNA Limited acted in respect of reporting to his credit file. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with min... (4 pages)View decision -
Decision Reference DRN-5670011
7 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5670011 The complaint Mr L has complained about the quality of a car provided on finance by Moneybarn No.1 Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Moneybarn supplied Mr L with a used car on a conditional sale agreement... (4 pages)View decision -
Decision Reference DRN-4517834
21 Dec 2023 Aviva Insurance Limited UpheldInsuranceDRN-4517834 The complaint Mr and Mrs S complain that Aviva Insurance Limited’s (Aviva) unfairly recorded a 50/50 split liability decision following a claim they made, under Mr S’s motor insurance policy. I’ll refer to Mr S throughout my decision for ease. What happened On 25 July 2020 Mrs ... (3 pages)View decision