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 4353 results
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Decision Reference DRN-4377075
6 Oct 2023 American International Group UK Limited Not upheldInsuranceDRN-4377075 The complaint Mr M complains about American International Group UK Limited’s handling of a claim under his mobile phone insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M had mobile pho... (3 pages)View decision -
Decision Reference DRN-5336931
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336931 The complaint Mrs B and Mr B are unhappy that Aviva Insurance Limited recorded a claim they made as a fault claim, without attempting to obtain CCTV of the third-party car which damaged their parked car. What happened Mrs B and Mr B’s parked car was hit, and the third-party ... (2 pages)View decision -
Decision Reference DRN-5421593
28 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5421593 The complaint Ms M complains PayPal UK Ltd won’t change the surname on her account. What happened Following a divorce Ms M reverted to her maiden name, and this was around 2010. Ms M is consistent in using her maiden name, for bank accounts, utility providers and her voter... (3 pages)View decision -
Decision Reference DRN5641598
20 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr B complains on behalf of his mother, Mrs B, that Lloyds Bank PLC will not register a lasting power of attorney unless the attorneys sign 38 terms and conditions some of which are unfair.backgroundMr B tried to register a lasting power of attorney after deleting five o... (1 page)View decision -
Decision Reference DRN-3144661
4 Nov 2021 esure Insurance Limited Not upheldInsuranceDRN-3144661 The complaint Mr M complains that esure Insurance Limited unfairly refused to pay a claim he made on his motor insurance policy and voided the policy. What happened Mr M had a motor insurance policy with esure. He bought a car from abroad. He phoned esure to arrange to put the ... (4 pages)View decision -
Decision Reference DRN-3473609
13 May 2022 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-3473609 The complaint Ms S is unhappy that Lowell Portfolio I Ltd (‘Lowell’) won’t remove a default from her credit file. What happened Ms S had a credit account with another company, which I’ll call ‘N’. The account was defaulted by N on 30 April 2021. Ms S was unhappy that the defaul... (2 pages)View decision -
Decision Reference DRN-1319915
14 Oct 2020 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-1319915 The complaint Mr S complains that Markerstudy Insurance Company Limited (“Markerstudy”) wrongly settled a claim a third party brought against Mr S’s motor insurance policy with Markerstudy following a collision for which Mr S says he wasn’t responsible. What happened Mr S had a... (3 pages)View decision -
Decision Reference DRN5830757
6 Sep 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W have complained that U K Insurance Limited – trading as Direct Line – removed the wrong car from Mrs W’s car insurance policy. backgroundMr and Mrs W both have car insurance policies with Direct Line. To make my decision easier to follow, I’ll refer to th... (2 pages)View decision -
Decision Reference DRN-2385325
24 May 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2385325 The complaint Mr Y complains that Mercedes-Benz Financial Services UK Limited (MBFS) wrongly charged him for damage and other matters when he returned a car at the end of a hire purchase agreement. He also complains about the way an inspection of the car was handled. What happe... (3 pages)View decision -
Decision Reference DRN6532733
29 Dec 2014 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr and Mrs D have complained about the advice Simplyhealth Access gave them before they made a claim under their dental health insurance policy.backgroundMr and Mrs D had held their dental health insurance policy with Simplyhealth for at least eight years. In August 2013, Mrs D contac... (2 pages)View decision
