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-4706118
15 May 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4706118 The complaint Mr M complains about how Sabre Insurance Company Limited trading as GoGirl (“Sabre”) handled a claim on his car insurance policy. What happened Mr M had a motor insurance policy with Sabre, which was taken out via a price comparison website in June 2023. Sabre set... (3 pages)View decision -
Decision Reference DRN-4860065
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4860065 The complaint Mr C complains BMW Financial Services (GB) Limited didn’t do enough when a third party attempted to, and succeeded in, taking over their account. What happened Mr C says he’s taken out a number of finance agreements with BMW over the years including one he took ou... (3 pages)View decision -
Decision Reference DRN-3980067
29 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3980067 The complaint Mr D is complaining that Aviva Insurance Limited hasn’t refunded his excess after he made a claim on his car insurance policy. What happened Mr D’s car was damaged in an accident with a third party’s vehicle. The driver of the other car and the two passengers fled... (3 pages)View decision -
Decision Reference DRN-3164259
8 Dec 2021 Ageas Insurance Limited Not upheldInsuranceDRN-3164259 The complaint Mr G complains about his insurer, Ageas Insurance Limited (Ageas) under his motor insurance policy. Mr G’s complaint is about his not being able to keep his vehicle following Ageas’s decision to treat his vehicle as a total loss following an accident. Any referenc... (3 pages)View decision -
Decision Reference DRN-4979367
1 Apr 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-4979367 The complaint Mr S complains that First Response Finance Ltd (‘FR’) registered a default in relation to his finance agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (4 pages)View decision -
Decision Reference DRN0286575
31 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) misled her about the process for registration of default on her credit card account and dealt unfairly with her when she tried to reach a repayment arrangement to avoid default.backgroundMs M had a credit card accou... (2 pages)View decision -
Decision Reference DRN-3290387
4 Feb 2022 One Insurance Limited Not upheldInsuranceDRN-3290387 The complaint Miss H complains about One Insurance Limited (‘One’). Her complaint is about One’s decision to cancel her motor insurance policy. What happened Miss H had a motor insurance policy with One. In July 2021 she received an email from One telling her that they had canc... (5 pages)View decision -
Decision Reference DRN-5178913
20 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5178913 The complaint Mr T complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Chase and an account with another business who I’ll refer to as “R” throughout the rest ... (3 pages)View decision -
Decision Reference DRN-2520262
25 Feb 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2520262 The complaint Miss H complains about the service received from National Savings and Investments (NS&I) when trying to register for online and phone services. Miss H’s complaint has been brought by her father on her behalf, who I will refer to as Mr H. What happened Miss H h... (3 pages)View decision -
Decision Reference DRN-3228920
18 Jan 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3228920 The complaint Mr C complains about the charge for excess mileage that Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, has made after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. He also complain... (6 pages)View decision