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 4269 results
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Decision Reference DRN-2564620
25 Feb 2021 Gefion Insurance A/S UpheldInsuranceDRN-2564620 The complaint Mr I complains about Gefion Insurance A/S (Gefion), who provided his taxi insurance. He’s unhappy with Gefion’s valuation of his vehicle after it was deemed a total loss. Mr I is also unhappy with the service he received during the claims handling process. What ha... (3 pages)View decision -
Decision Reference DRN0151294
18 Dec 2013 Mortgage Express Not upheldBanking and creditMr B complains that Mortgage Express did not;1.respond to his request for copies of his loan application and legal charge;2.confirm that a loan was arranged;3. confirm that it had not exploited the time period between completion of the legal charge and its registration at the Land Regis... (2 pages)View decision -
Decision Reference DRN-2714902
14 Apr 2021 etika Finance UK Limited Not upheldConsumer CreditDRN-2714902 The complaint Mr A complains that PayBreak Limited (“PayBreak”), trading as afforditNOW have rejected a claim he made to them under section 75 of the Consumer Credit Act (1974). What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN8501165
12 Jan 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr T complains that Lowell Portfolio I Ltd continued to report a default that should not have been registered. backgroundMr T’s debt with another lender was bought by Lowell in June 2015. Mr T says that in July and August 2015 he was in contact with the original ... (2 pages)View decision -
Decision Reference DRN4043843
30 May 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMr S complains that PayPal Europe Sarl & Cie, SCA won’t give him a refund for a service he didn’t receive.backgroundMr S booked and paid for an airport parking space through a booking agent using PayPal. But when he tried to park his car the automatic entry system ... (2 pages)View decision -
Decision Reference DRN-5305043
11 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5305043 The complaint Miss M complains about how her insurer, U K Insurance Limited trading as Direct Line (Direct Line) valued her vehicle as a total loss following a collision. Any reference to Direct Line in this decision includes their agents. Miss M was supported by a represe... (4 pages)View decision -
Decision Reference DRN5781171
28 Mar 2018 Santander UK Plc UpheldBanking and creditMr W – who holds a Power of Attorney (POA) to deal with Mrs W’s financial matters, complains that Santander UK Plc failed to act on his instructions when Mrs W’s fixed rate bond matured on 1 February 2017. backgroundThe background to this complaint, and my initial ... (3 pages)View decision -
Decision Reference DRN-5425313
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5425313 The complaint Mr I complains that esure Insurance Limited (esure) avoided his car insurance policy and refused to pay his claim. What happened Mr I applied for and took out a car insurance policy with esure. He bought the policy online through a price comparison website. In... (3 pages)View decision -
Decision Reference DRN3097256
4 Sep 2020 White Dove Garages Limited Not upheldBanking and creditMr S complains that White Dove Garages Limited failed to clear the outstanding finance on a vehicle he used as part-exchange towards a new financial agreement. He wants it to clear that balance and pay compensation.backgroundMr S is represented in this complaint by a family member, Mrs S. ... (3 pages)View decision -
Decision Reference DRN9855515
17 Aug 2020 Watford Insurance Company Europe Limited UpheldInsurance (excluding PPI)Mr F has complained that Watford Insurance Company Europe Limited unfairly cancelled his motor insurance policy without warning.In pursuing this complaint Mr F’s been helped by a representative. But for ease of reading, where it’s appropriate to do so, I’ll refer to the representative’s co... (4 pages)View decision
