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 4282 results
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Decision Reference DRN-5535682
12 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5535682 The complaint Mr A is unhappy with his commercial vehicle insurer Haven Insurance Company Limited because it logged a claim against him even though he told it he was not involved. What happened Mr A received contact from Haven in January 2024 asking him for details about an... (3 pages)View decision -
Decision Reference DRN0337507
3 Jun 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMiss F complains about a car she financed with a hire purchase agreement from Volkswagen Financial Services (UK) Limited (‘VWFS’).backgroundMiss F says she has had lots of problems with the car since financing it in May 2015. In particular with creaking and wind nois... (3 pages)View decision -
Decision Reference DRN-4603835
10 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4603835 The complaint Mrs H complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car or sports utility vehicle, with a diesel engine and first registered in 2013. Mrs ... (3 pages)View decision -
Decision Reference DRN8649352
1 Jul 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr V complains that the policy administrator on behalf of Tesco Underwriting Limited said his motor insurance policy was void and refused to pay his claim.backgroundMr V bought a second-hand car which was later involved in an accident. The policy administrator said it was beyond eco... (4 pages)View decision -
Decision Reference DRN5791535
5 Apr 2018 Phoenix Wealth Services Limited UpheldInvestment and pensionsMr and Mrs B complain that shortly after setting up their Family Suntrust, AXA Wealth Services Limited (AXA) withdrew an important facility - the non-proportionate allocation of investment growth facility. They say they have lost out financially as a result.backgroun... (3 pages)View decision -
Decision Reference DRN4863379
20 Nov 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Ms R complains that Advantage Insurance Company Limited unfairly declined to pay the claim she made on her motor insurance policy.backgroundMs R and her partner bought a car based on an advert they’d seen online. The seller gave them a V5 registration document and an M... (2 pages)View decision -
Decision Reference DRN7736273
27 Feb 2018 The Society of Lloyd's UpheldInsurance (excluding PPI)Ms Q complains that Society of Lloyd’s (SoL) has declined her contents insurance claim. backgroundFollowing a burglary, Ms Q submitted a claim to SoL for a number of items she said had been stolen. SoL turned down the claim as Ms Q wasn’t able to provide any evid... (3 pages)View decision -
Decision Reference DRN5140396
1 Aug 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr G complains about the end of lease charges Mercedes-Benz Financial Services UK Limited (“MBFS”) have asked him to pay to refurbish a car he returned to them.background Mr G has been represented throughout this case by his daughter Miss G but for ease I will refer to Mr G in this decisio... (3 pages)View decision -
Decision Reference DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 pages)View decision -
Decision Reference DRN9294638
6 Jun 2013 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J has complained about a claim she made under her motor insurance policy, including the actions of Admiral Insurance Company Limited’s recovery agent. backgroundMiss J feels that, following an accident, Admiral’s recovery agent caused further damage to her car, meaning it was cl... (3 pages)View decision
