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 4393 results
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Decision Reference DRN-2662533
9 Mar 2021 Markerstudy Insurance Company Limited UpheldInsuranceDRN-2662533 The complaint Mr S has complained that Markerstudy Insurance Company Limited (Markerstudy) has undervalued his taxi following a total loss claim. What happened The background to this complaint, and my provisional findings on it, can be found in my provisional de... (4 pages)View decision -
Decision Reference DRN-2844002
18 Aug 2021 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-2844002 The complaint Mr T’s complaint is about the refusal of a claim Guarantee Protection Insurance policy with Safe World Insurance Group (UK) Ltd. What happened In December 2019, Mr T bought a renewable energy heating system with Contractor A. Mr T was unaware at the time that Cont... (4 pages)View decision -
Decision Reference DRN-5114044
7 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-5114044 The complaint Mr O has complained about the service he has received under his motor policy from esure Insurance Limited following a claim made by a passenger on a bus. He’s particularly complained that his premium for his motor policy has increased significantly. What happe... (4 pages)View decision -
Decision Reference DRN2214825
9 Feb 2018 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I's complained about the way Sabre Insurance Company Limited is dealing with a claim he made under his car insurance policy.backgroundMr I was unfortunately involved in an incident with another vehicle. He contacted his insurer, Sabre to report the incident. Mr I s... (4 pages)View decision -
Decision Reference DRN-3137963
10 Nov 2021 Easi-Drive Limited Not upheldClaims ManagementDRN-3137963 The complaint Mrs A is unhappy about the way Easi-Drive Limited handled her claim after she was involved in a road traffic accident that she said wasn’t her fault. Mrs A has been represented by her husband, Mr A in this complaint. But for ease of reading I’ve only referred to M... (4 pages)View decision -
Decision Reference DRN-2446197
18 Dec 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2446197 The complaint Mr H has complained that Lloyds Bank PLC (Lloyds) mis-sold him two packaged bank accounts (PBAs). He paid monthly fees for the accounts and received several potential benefits in return. Lloyds has accepted that it mis-sold Mr H one of the accounts and has already... (4 pages)View decision -
Decision Reference DRN1786524
15 Dec 2016 National Westminster Bank Plc Not upheldBanking and creditMiss S has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000. Miss S’ Advantage Gold account was switched to a Select Platinum one in 2015 as NatWest discontinued the Advantage Gold account at th... (4 pages)View decision -
Decision Reference DRN-3458330
10 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3458330 Complaint Mr S is unhappy that TSB Bank plc (“TSB”) closed his current account and then registered a fraud prevention marker against him. He’s also unhappy that TSB retained a final payment from his employer. Background In August 2021, Mr S received a payment of £2,000.00 into ... (4 pages)View decision -
Decision Reference DRN5400336
15 Jul 2019 Carnegie Consumer Finance Limited Not upheldBanking and creditMr N complains that he entered into a loan agreement with Carnegie Consumer Finance Limited (“Carnegie”) after relying on a number of misrepresentations by Carnegie’s agent and credit broker.background In April 2017, Mr N signed up to a training course leading to a trade qualification. Mos... (4 pages)View decision -
Decision Reference DRN-5595576
2 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5595576 The complaint Miss B complained about the quality of a car provided on finance by Blue Motor Finance Ltd (“BMF”). What happened BMF supplied Miss B with a used car on a hire purchase agreement in January 2024. The cash price of the car was around £6,600 and it had covered a... (4 pages)View decision
