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 4361 results
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Decision Reference DRN3424115
12 Jun 2013 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr K has complained about QBE Insurance Europe Limited (“QBE”)’s valuation of his vehicle, following a total loss claim made under his motor insurance policy. He also believes that QBE has failed to deal with his claim in a satisfactory way, including reimbursing his travel costs.backg... (2 pages)View decision -
Decision Reference DRN4480554
4 Aug 2017 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr A and his brother - Mr A2 - complain that Be Wiser Insurance Services Ltd didn’t handle the cancellation of Mr A’s motor insurance policy properly.backgroundMr A took the policy out through Be Wiser in April 2015. He was asked if he was the car’s registered kee... (2 pages)View decision -
Decision Reference DRN5581088
29 Sep 2017 Kapama Limited UpheldBanking and creditMr H complains that Kapama Limited has placed a default on his credit file when it had no right to do so.He asks that the default be removed.background Mr H initially suggested he knew nothing about this debt. He told us that Kapama, out of the blue, had registered ... (3 pages)View decision -
Decision Reference DRN-5051375
23 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5051375 The complaint Miss R complains about the quality of a car supplied to her by Close Brothers Limited (“Close Brothers”). What happened Miss R entered into a conditional sale agreement with Close Brothers in January 2022 for a used car. The car was around five years old and ha... (4 pages)View decision -
Decision Reference DRN3659823
10 Feb 2016 The Car Finance Company (2007) Ltd Not upheldBanking and creditMr H complains about a car he obtained from The Car Finance Company (2007) Ltd through a hire purchase agreement. He refers to damage to the car and believes it wasn’t of satisfactory quality when it was supplied to him. Mr H is represented in the complaint by his p... (2 pages)View decision -
Decision Reference DRN-3826051
25 Nov 2022 Care by Volvo Car UK Limited UpheldConsumer CreditDRN-3826051 The complaint Mr C complains that Care by Volvo Car UK Limited (CBVC) didn’t provide the service it should have regarding the delivery of a new car under his hire car agreement. What happened Mr C entered into a hire agreement for a new car in July 2021. The car was due to be d... (2 pages)View decision -
Decision Reference DRN8929224
23 Jul 2018 HSBC Bank plc Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs K have with HSBC Bank Plc. They’re unhappy that when they remortgaged to HSBC Mrs K was added to the mortgage account, but not added to the property title.backgroundMr and Mrs K applied for a mortgage online with HSBC on... (2 pages)View decision -
Decision Reference DRN-3210118
16 Dec 2021 One Call Insurance Services Limited Not upheldInsuranceDRN-3210118 The complaint Mr A complains that One Call Insurance Services Limited renewed his commercial motor insurance policy without his consent. He wants a refund of the premiums it took from his father, Mr D’s, credit card. Mr D is a named driver on Mr A’s, policy and is representing ... (2 pages)View decision -
Decision Reference DRN2162730
28 Apr 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr W and Ms B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to withdraw an important aspect of the Family SunTrust that they had set up.BackgroundThe Family SunTrust Scheme was a self-investe... (7 pages)View decision -
Decision Reference DRN-4100290
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4100290 The complaint A company that I’ll refer to as R has complained about Aviva Insurance Limited’s decision to turn down its claim following the theft of an insured vehicle under its Mini Fleet insurance policy, on the basis it did not have an insurable interest in it. R is represe... (3 pages)View decision
