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 4927 results
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Decision Reference DRN-6109778
6 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6109778 The complaint Mr R complains about the mis-sale of a vehicle that was supplied through a motor finance agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna). What happened In January 2023, Mr R acquired a new car through a hire agreement wi... (3 pages)View decision -
Decision Reference DRN7954311
9 Sep 2016 Kwik-Fit Insurance Services Ltd UpheldInsurance (excluding PPI)Mr W complained that Kwik-Fit Insurance Services Ltd got his car registration number wrong and so insured the wrong car under his motor insurance policy. backgroundMr W bought his policy from Kwik-Fit via an online motor insurance comparison website. When he had a car ... (2 pages)View decision -
Decision Reference DRN5000636
20 Dec 2018 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Mr H complains his car was impounded after it was found that Eldon Insurance Services Ltd had recorded the wrong registration number on his motor vehicle insurance policy. It then cost him £210 to have the car released. background Mr H applied for his policy online,... (2 pages)View decision -
Decision Reference DRN-4189426
19 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4189426 The complaint Miss T complains that Aviva Insurance Limited mishandled her motor insurance policy. What happened The subject matter of the insurance policy and the complaint is a car first registered in about 2018. In about May 2022, Miss T bought the car. It had a number plate... (2 pages)View decision -
Decision Reference DRN-4013470
10 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4013470 The complaint Mrs and Mr F complain that Rock Insurance Service Limited sent their travel insurance documentation to a third party without their consent. Rock is the intermediary for this policy. Part of this complaint concerns the actions of a travel agent. As Rock has accepte... (4 pages)View decision -
Decision Reference DRN-5798944
14 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5798944 The complaint Mrs G is unhappy with how UK Insurance (UKI) handled her car insurance claim. She thinks UKI should apply its uninsured driver promise and refund her policy excess. What happened Mrs G was involved in an accident when her car was hit by a trailer lorry. She s... (3 pages)View decision -
Decision Reference DRN5097584
22 Sep 2018 Nationwide Building Society Not upheldBanking and creditMr and Mrs M complain that Nationwide Building Society sent out their title deeds via standard post. The deeds went missing. As a result Mr and Mrs M had to pay a fee for a missing deed indemnity. Mr and Mrs M want Nationwide to compensate them for the cost. ba... (2 pages)View decision -
Decision Reference DRN8758125
5 Aug 2020 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr H has complained that Calpe Insurance Company Limited unfairly refused to pay a claim on his motor insurance policy after his lease car was stolen.In bringing this complaint Mr H has been helped by a representative. But for ease of reading I’ll refer to the representative’s comments as ... (3 pages)View decision -
Decision Reference DRN7919254
16 May 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D complain that the Bank of Scotland plc withdrew a mortgage offer withoutgood reason. They are also unhappy that information about the application was passed to afraud prevention agency, CIFAS.backgroundMr and Mrs D applied for a mortgage and an offer ... (2 pages)View decision -
Decision Reference DRN4367956
7 Dec 2016 Metropolitan International Schools Limited Not upheldBanking and creditMr P complains that Metropolitan International Schools Limited, trading as ATL Practical Training, (“MISL”), didn’t tell him that the training course he applied to do with it, would have to be completed within three years.backgroundMr P enrolled on a course with MISL in F... (2 pages)View decision