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 393318 results
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Decision Reference DRN-5839948
29 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5839948 The complaint Mrs S says Tesco Underwriting Limited provided poor service when she made a claim on her motor insurance policy and didn’t take her disability into account. What happened Mrs S’s car was damaged whilst stationary. Initially Tesco said it was a write-off, but wh... (3 pages)View decision -
Decision Reference DRN-5796799
29 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5796799 The complaint Mr S is unhappy that Royal & Sun Alliance Insurance Limited (RSA) declined his claim for damage to his property under his buildings and contents cover. Royal & Sun Alliance Insurance Limited have recently changed their name to INTACT INSURANCE UK LIMITE... (4 pages)View decision -
Decision Reference DRN-5566675
29 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5566675 The complaint Mr B complains about the transfer of his workplace pension to a Retirement Account by SCOTTISH WIDOWS LIMITED (Scottish Widows). He complains that the amount he received was significantly lower than the figure quoted to him by Scottish Widows and that his forme... (8 pages)View decision -
Decision Reference DRN-5835409
29 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5835409 The complaint Mr and Mrs R are unhappy AWP P&C S.A. (AWP) declined their travel insurance claim. What happened Mr and Mrs R have a travel insurance policy alongside their bank current account. AWP is the underwriter. In November 2024, they booked a trip to take place fro... (3 pages)View decision -
Decision Reference DRN-5817058
29 Sep 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5817058 The complaint Mr K is unhappy that the fixed sum loan agreement he had with Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai) did not include the right to voluntary terminate the agreement. He also complained that the agreement was based on the wrong model of c... (5 pages)View decision -
Decision Reference DRN-5842810
29 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5842810 The complaint Mrs T complains about British Gas Insurance Limited’s handling of a claim she made under her home emergency policy. British Gas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As British Gas has acc... (4 pages)View decision -
Decision Reference DRN-5837218
29 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5837218 The complaint Mr and Mrs W, Mr W1 and Miss W complain that Admiral Insurance (Gibraltar) Limited declined their claim against their annual travel insurance policy. Reference to Admiral includes its agents. Mr and Mrs W have dealt with the correspondence on behalf of Mr W1 a... (4 pages)View decision -
Decision Reference DRN-5594877
29 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5594877 The complaint Mr P complains Shop Direct Finance Company Limited trading as very (“Very”) irresponsibly lent to him. Mr P is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr P throughout. What happened In March 2020 Mr P applied ... (3 pages)View decision -
Decision Reference DRN-5847317
29 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5847317 The complaint Ms M complains that U K Insurance Limited (“UKI”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker with a diesel engine and first regist... (8 pages)View decision -
Decision Reference DRN-5656300
29 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5656300 The complaint Mr L is unhappy with the quality of a car financed using a hire agreement from Volvo Car UK Limited. What happened In 2023 Mr L entered into a hire agreement with Volvo for a new car. Mr L began to experience issues with his car, including: • A rattle or vibrat... (2 pages)View decision