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 4395 results
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Decision Reference DRN-3050737
29 Sep 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-3050737 The complaint Miss D complains that Admiral Insurance Company Limited (Admiral) accepted liability for an accident on her behalf without showing her the evidence. She is also unhappy that Admiral automatically took an additional premium for her policy after it had renewed. What... (4 pages)View decision -
Decision Reference DRN-2846463
11 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-2846463 The complaint Mr W has complained about the way esure Insurance Limited (esure) handled his motor insurance claim. My references to esure includes their agents. What happened Mr W was unfortunately involved in a car accident, so he made a claim on his policy. After an inspectio... (4 pages)View decision -
Decision Reference DRN-2359164
11 Mar 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2359164 The complaint Ms H complains about the way Advantage Insurance Company Limited handled a claim made against her motor insurance policy. Reference to Advantage include their agents. What happened Ms H raised concerns about both the sale of the motor insurance policy and the hand... (4 pages)View decision -
Decision Reference DRN3579006
13 Sep 2016 Glyn Hopkin Limited UpheldBanking and creditMrs Q has complained that Glyn Hopkin Limited mis-sold her a finance agreement for a car.backgroundfactsIn total, Mrs Q has had three finance agreements, arranged by Glyn Hopkin.The first was taken out in September 2014, for Car 1. The monthly repayments were £23... (4 pages)View decision -
Decision Reference DRN-3211565
29 Dec 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3211565 The complaint Mr T complained about an unsatisfactory repair that was carried out on his vehicle by Admiral Insurance Company Limited (“Admiral”) under his motor policy. What happened In September 2020, Mr T’s car was driven through some flood water. Mr T made a claim on his po... (4 pages)View decision -
Decision Reference DRN5692407
19 Dec 2017 Plus500UK Ltd Not upheldInvestment and pensionsMr R complains that Plus500UK Ltd (“Plus500”) has withheld profits he made on his trade account. Mr R says Plus500 has no grounds to do this and wants his profits paid to him.backgroundMr R opened a trade account with Plus500 in November 2016. In January 2017,... (4 pages)View decision -
Decision Reference DRN7052449
28 May 2020 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr J is complaining that Liverpool Victoria Insurance Company Limited (LV) has declined a claim he made on his caravan insurance policy. backgroundThe facts of this complaint are well known to all parties. So I won’t set them out in detail. In summary, in April 2017 Mr J made a claim on hi... (4 pages)View decision -
Decision Reference DRN3654838
14 Sep 2020 Oodle Financial Services Limited UpheldBanking and creditMrs W complains that Oodle Financial Services Limited (trading as Oodle Car Finance) has provided a car through a hire purchase agreement that wasn’t of satisfactory quality. She complains Oodle hasn’t carried out repairs or allowed them to reject the car. background Mrs W entered into the... (4 pages)View decision -
Decision Reference DRN-3502365
11 Jul 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3502365 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in April 2022 in which I described what had happened as... (5 pages)View decision -
Decision Reference DRN-4720850
13 Sep 2024 Santander UK Plc Not upheldConsumer CreditDRN-4720850 The complaint Mr M, who is represented by a professional representative (“PR”) complains that Santander UK PLC rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr M made the purchase along with Miss S, but as the deposit was made by him using his credit card a... (5 pages)View decision
