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 370149 results
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Decision Reference DRN-5646605
25 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5646605 The complaint Mr M complains about how esure Insurance Limited (‘esure’) handled a claim made on his car insurance policy, and the total loss valuation it paid for his car. What happened In May 2024, Mr M contacted esure to make a claim on his car insurance policy after his... (6 pages)View decision -
Decision Reference DRN-5522764
25 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5522764 The complaint Ms B complains that Aviva Insurance Limited declined a claim on her legal expenses insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened In 2019, Ms B had a new boiler fitted in her home. Ther... (3 pages)View decision -
Decision Reference DRN-5543904
25 Jun 2025 Next Retail Limited Not upheldBanking and PaymentsDRN-5543904 The complaint Mr C complains Next Retail Limited trading as Next Online (“Next”) lent to him irresponsibly. Mr C is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr C throughout. What happened In January 2021, Mr C applied for an... (2 pages)View decision -
Decision Reference DRN-5455204
25 Jun 2025 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-5455204 The complaint Mr P complains about fees Allegiant Finance Services Limited charged him after a lender settled an unaffordable lending complaint. What happened In October 2020, Mr P asked Allegiant to represent him in relation to a mis-sale claim. This was against a loan pro... (4 pages)View decision -
Decision Reference DRN-5534427
25 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5534427 The complaint The Estate of Ms M (“the Estate”) complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the “Lender”) acted unfairly and unreasonably by being party to an unfair credit relationship with Ms M under Section 140A of the Consumer Credit A... (7 pages)View decision -
Decision Reference DRN-5642560
25 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5642560 The complaint Mr and Mrs S complain about AXA Insurance UK Plc’s handling of a claim they made under their home insurance policy. AXA has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of AXA’s agents as being its own. Wh... (3 pages)View decision -
Decision Reference DRN-5589697
25 Jun 2025 Phoenix Life Limited Not upheldInsuranceDRN-5589697 The complaint Mrs C has complained that Phoenix Life Limited mis-sold an income protection policy to her in 1997. What happened Mrs C had an income protection insurance policy with Phoenix (previously a different insurer). Phoenix is responsible for any complaints about the ... (2 pages)View decision -
Decision Reference DRN-5580882
25 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5580882 The complaint Mr C complains TransUnion International UK Limited is reporting incorrect information on his credit file. What happened Around January 2024 Mr C contacted TransUnion to say a company I’ll refer to as N were recording missed payments on his credit file for Novem... (3 pages)View decision -
Decision Reference DRN-4948527
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-4948527 The complaint Mrs K complained about the way NewDay Ltd dealt with a claim for a refund for services she bought using her credit card. What happened Mrs K is represented in her complaint by her husband. But to keep things simple I have referred to all submissions and action... (6 pages)View decision -
Decision Reference DRN-5531064
25 Jun 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5531064 The complaint Mrs M’s complained that West Bay Insurance Plc settled her motor insurance claim on a 50/50 basis, even though she says she wasn’t at fault. What happened Towards the end of 2023, Mrs M was involved in a road traffic accident. She was making a right turn when ... (2 pages)View decision
