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 4777 results
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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 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 -
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-6022676
22 Jan 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6022676 The complaint Mr C has complained about Tesco Underwriting Limited’s handling of claim he made on his motor insurance policy. Amongst other things he complained that Tesco had undervalued his car, delayed in arranging a hire car and provided poor customer service. What happe... (4 pages)View decision -
Decision Reference DRN-4840225
24 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4840225 The complaint Mr and Mrs M complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Shawbrook Bank Limited. Mr and Mrs M have been represented in bringing this complaint by a claims management business, so any reference t... (5 pages)View decision -
Decision Reference DRN-3692099
8 Sep 2022 Clear Score Technology Limited Not upheldConsumer CreditDRN-3692099 The complaint Ms W complains that Clear Score Technology Limited (Clear Score) allowed a third party to access her data. What happened On 5 June 2021 Miss W tried to access her credit report using Clear Score, but as she found their identification process intrusive, she aborted... (5 pages)View decision -
Decision Reference DRN-4208457
27 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4208457 The complaint Miss M complains that One Insurance Limited avoided her motor insurance policy (treated it like it never existed) and refused to pay her claim. What happened In May 2022, Miss M’s fiancé, Mr M, took out a motor insurance policy with One Insurance through a price c... (5 pages)View decision -
Decision Reference DRN8083408
24 Nov 2015 TSB Bank plc UpheldBanking and creditMr R has complained that TSB Bank plc (“TSB”) mis-sold him a Premier packaged bank account in 2010. He pays a monthly fee for the account which includes some benefits.backgroundI attach my provisional decision of 12 October 2015, which forms part of this final dec... (5 pages)View decision -
Decision Reference DRN-3876076
22 Feb 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-3876076 The complaint Mr F complains that a car that was supplied to him under a hire purchase agreement with Advantage Finance Ltd wasn’t of satisfactory quality and was misrepresented to him. What happened In December 2021 Mr F used a broker (who I’ll call CF) to arrange... (4 pages)View decision -
Decision Reference DRN-6084691
16 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6084691 The complaint Mr L is unhappy with Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of two claims he made under his motor insurance policy. What happened Mr L made a claim under his motor insurance policy after he was involved in an accident in April 2025. Admiral... (5 pages)View decision