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 4563 results
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Decision Reference DRN-4076654
20 Jul 2023 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4076654 The complaint Mr N complains Liverpool Victoria Insurance Company Limited (LV) provided a poor level of service after he made a claim on his motor insurance policy. And he was unhappy with the liability decision reached. What happened Mr N’s car was hit by a third-party vehicle... (3 pages)View decision -
Decision Reference DRN5330071
3 Aug 2018 Black Horse Limited UpheldBanking and creditMr C complains the caravan he was supplied with through a hire purchase agreement financed by Black Horse Limited was misrepresented. He says it’s not the vehicle he agreed to acquire. He wants a refund.background Mr C tells us he acquired the caravan from a dealer, P... (3 pages)View decision -
Decision Reference DRN7712406
17 Feb 2018 Endsleigh Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr C is unhappy Endsleigh Insurance Services Ltd (Endsleigh) charged him a £30 administration fee, for altering some details on his motor insurance policy.backgroundMr C has explained that he bought a car – and purchased his motor insurance on the same day. And he said ... (3 pages)View decision -
Decision Reference DRN-3164259
8 Dec 2021 Ageas Insurance Limited Not upheldInsuranceDRN-3164259 The complaint Mr G complains about his insurer, Ageas Insurance Limited (Ageas) under his motor insurance policy. Mr G’s complaint is about his not being able to keep his vehicle following Ageas’s decision to treat his vehicle as a total loss following an accident. Any referenc... (3 pages)View decision -
Decision Reference DRN-3980067
29 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3980067 The complaint Mr D is complaining that Aviva Insurance Limited hasn’t refunded his excess after he made a claim on his car insurance policy. What happened Mr D’s car was damaged in an accident with a third party’s vehicle. The driver of the other car and the two passengers fled... (3 pages)View decision -
Decision Reference DRN-4979367
1 Apr 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-4979367 The complaint Mr S complains that First Response Finance Ltd (‘FR’) registered a default in relation to his finance agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (4 pages)View decision -
Decision Reference DRN5488208
1 Jul 2019 Close Brothers Limited Not upheldBanking and creditMr N complains that Close Brothers Limited refused to let him reject a faulty caravan.background In April 2017 Mr N bought a second hand caravan from a dealer I will call M. It cost £9,000 and was funded by a conditional sales agreement with Close Brothers. He says... (3 pages)View decision -
Decision Reference DRN1733071
5 Apr 2019 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Miss P complains about the service she received from Admiral Insurance (Gibraltar) Limited, trading as Call Assist, following a claim against the breakdown section of her motor insurance policy. backgroundIn October 2018, Miss P’s car broke down on a dual carriageway... (2 pages)View decision -
Decision Reference DRN-4970053
9 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4970053 The complaint The estate of Mr G complains that Bank of Scotland plc trading as Halifax, paid money into the wrong account and didn’t deal appropriately with Mr G’s accounts when he passed away. The estate is represented by Mrs J. What happened Mrs J says Halifax paid the ba... (2 pages)View decision -
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 pages)View decision
