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 4569 results
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Decision Reference DRN6573978
28 Jan 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr E has complained that Gefion Insurance A/S (Gefion) unfairly cancelled his motor trade insurance policy.All references to Gefion include its agents.backgroundI issued a provisional decision on this complaint in December 2018. An extract from that decision follows:“Mr E ... (4 pages)View decision -
Decision Reference DRN-4512226
4 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4512226 The complaint Mrs K complains Mercedes-Benz Financial Services UK Limited (MBFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened The details of this case are well known by both parties and have been clearly outlined by the investigator s... (4 pages)View decision -
Decision Reference DRN5384425
23 Nov 2017 TSB Bank plc UpheldBanking and creditMr S is unhappy that TSB Bank plc rejected his application for a basic current account. He complained that he didn’t properly understand why this happened and about his overall treatment by the bank during the course of their dealings about this matter.backgroundMr ... (4 pages)View decision -
Decision Reference DRN1635294
18 Jun 2020 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr T complains that Zenith Insurance plc undervalued his car after he claimed on his motortrade insurance policy. He’s also complained there was additional damage to his car whenthe salvage was returned to him.For ease of reading reference to Zenith also includes its agents.background Mr T... (4 pages)View decision -
Decision Reference DRN-5724275
26 Aug 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5724275 The complaint Mrs H complains about the manner in which Aioi Nissay Dowa Insurance UK Limited (ANDI) handled a claim on her motor insurance policy. Mrs H’s son has helped her to make her claim to ANDI and to bring her complaint. But for simplicity I'll refer to his comm... (3 pages)View decision -
Decision Reference DRN2366586
10 Sep 2020 Marilyn Parkins Not upheldBanking and creditThis complaint is about an attempt Mr C made to obtain a re-mortgage through mortgage broker Marylin Parkins, who trades as Designed Mortgages (“DM”). DM didn’t succeed in securing a mortgage for Mr C, and he says it should return the broker fee (£1,850) he paid it.backgroundBy way of a pr... (4 pages)View decision -
Decision Reference DRN-4164185
1 Jun 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4164185 The complaint Mr A complains about a car supplied to him under a hire purchase agreement taken with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘Audi’). He says he was expecting the car to be brand new with five miles recorded on the odometer... (4 pages)View decision -
Decision Reference DRN4168216
9 Nov 2020 The Royal Bank of Scotland Plc UpheldBanking and creditComplaint Mr H and Mrs H have complained that The Royal Bank of Scotland Plc mis sold a business loan and gave poor financial advice. Background Mr H and Mrs H run a farming business. At the relevant time, they were trading as the WAJH partnership. In 2013, an opportunity arose to buy a pl... (4 pages)View decision -
Decision Reference DRN-4633336
26 Feb 2024 Cofunds Limited UpheldInvestmentsDRN-4633336 The complaint Mrs S complains that Cofunds Limited, trading as Aegon transferred her stocks and shares Individual Savings Account (ISA) to a third-party without conducting appropriate and necessary checks. What happened Mrs S says she intended to transfer a stocks and shares IS... (4 pages)View decision -
Decision Reference DRN-2556618
10 Jun 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2556618 The complaint Mr A claims that Automobile Association Insurance Services Limited (the “AA”) unfairly cancelled his motor insurance and then failed to automatically renew it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision
