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-4744918
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4744918 The complaint Mrs P complains that esure Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2016. Mrs P’s mother had owned the car. On her passing, Mrs P inherited the... (6 pages)View decision -
Decision Reference DRN-4065486
6 Dec 2023 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-4065486 The complaint Mr W has complained about the way Omni Capital Retail Finance Limited (“Omni”) dealt with claims he’d made under section 56 (s56) and section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”). Mr W has been represented in bringing his complaint but, to keep thi... (4 pages)View decision -
Decision Reference DRN-4525752
12 Mar 2024 Paragon Bank Plc Not upheldInvestmentsDRN-4525752 The complaint Mr S complains that Paragon Bank Plc (“Paragon”) failed to request the transfer of his ISA savings from another provider in a timely manner. What happened Mr S held an ISA with a firm that I will call H. He decided to transfer his ISA monies from H to Paragon in J... (4 pages)View decision -
Decision Reference DRN-4890738
20 Aug 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4890738 The complaint Mr K complains that a car supplied to him by Toyota Financial Services (UK) PLC (“TFS”) was misrepresented. What happened Mr K acquired a used car under a 49 month hire purchase agreement with TFS in August 2022. The car cost around £24,343. Mr K made a cash de... (4 pages)View decision -
Decision Reference DRN3583895
6 Nov 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms A has complained that Aviva Insurance Limited avoided her car insurance policies and didn’t settle her claim for the damage to her car because of this. background Ms A took out her first car insurance policy with Aviva through a broker in May 2017 and shortly after taking this out she g... (4 pages)View decision -
Decision Reference DRN-4836324
3 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-4836324 The complaint Mr S’s complaint is, in essence, that Lloyds Bank PLC (‘Lloyds’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA. Although the purchase in question here was bought by Mr and Mrs S, the payment was made on a credit ... (5 pages)View decision -
Decision Reference DRN-5352502
21 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5352502 The complaint Mrs A complains that Ageas Insurance Limited (Ageas) voided her motor insurance policy and didn’t pay her claim. What happened Mrs A took out a motor insurance policy with Ageas in July 2023. She declared she was the main user and added her daughter and son-in... (5 pages)View decision -
Decision Reference DRN-4686798
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4686798 The complaint Mr A has complained about his motor insurer AXA Insurance UK Plc because it accepted and settled a claim against him from another driver without questioning it or telling him. With the claim also having affected his premium at renewal. What happened Mr A, reversin... (5 pages)View decision -
Decision Reference DRN6145371
15 Dec 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B has complained about Royal & Sun Alliance Insurance Plc’s (RSA) service after she claimed on her motor insurance policy.In bringing this complaint Mrs B’s been represented by her daughter, but for ease I’ll refer to her comments as being those of Mrs B.back... (4 pages)View decision -
Decision Reference DRN-4858106
18 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4858106 The complaint Mr H complains that Lloyds Bank PLC won’t reimburse him after he fell victim to a scam. He also complains that following the scam, Lloyds closed his account. What happened I issued a provisional decision on this case on 3 June 2024. I’ve copied the content of that... (5 pages)View decision
