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 392389 results
-
Decision Reference DRN-5763685
17 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5763685 The complaint Mr Z complains about a car supplied under a hire purchase agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around November 2023 Mr Z acquired a used car under a hire purchase agreement with CA. The car is listed with a cash price of £16,298,... (4 pages)View decision -
Decision Reference DRN-5678567
17 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5678567 The complaint Mr and Mrs C, and Mr and Mrs D, complain that Zurich Insurance Company Ltd declined a claim under their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus ... (2 pages)View decision -
Decision Reference DRN-5819313
17 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5819313 The complaint Mr F complains about the way that Inter Partner Assistance SA (IPA) settled a medical expenses claim he made on a travel insurance policy. What happened Mr F was abroad when he became very unwell and had to be admitted to hospital So a medical assistance claim ... (3 pages)View decision -
Decision Reference DRN-5818452
17 Sep 2025 British Gas Services Limited Not upheldInsuranceDRN-5818452 The complaint Mr and Mrs M have complained about the way British Gas Services Limited trading as Scottish Gas (British Gas) have handled the claims they have made under their home emergency insurance policy. What happened The details are well known to both parties, so I will... (2 pages)View decision -
Decision Reference DRN-5748782
17 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5748782 The complaint Mr H complains about the way Advantage Insurance Company Limited (“Advantage”) handled his claim when his car was damaged by a third party. What happened Mr H had a motor insurance policy with Advantage covering his car. In early April 2024 Mr H’s car was parke... (3 pages)View decision -
Decision Reference DRN-5762520
17 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5762520 The complaint Mr H is unhappy that Aviva Life & Pensions UK Limited hasn’t settled the death claim on his late mother’s pension plan as it’s been unable to contact the other beneficiary, his estranged brother. Mr H has provided Aviva with all the information he has regar... (4 pages)View decision -
Decision Reference DRN-5706774
17 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5706774 The complaint Mrs P has complained that Clydesdale Bank Plc trading as Virgin Money “Virgin Money” rejected her claim against it under Section 75 of the Consumer Credit Act 1974. The complaint is about a car that Mrs A P paid for using her credit card, but it was bought in ... (4 pages)View decision -
Decision Reference DRN-5619961
17 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5619961 The complaint Mr P is complaining Startline Motor Finance Limited’s acted irresponsibly in lending to him – he says the agreement was unaffordable. What happened In February 2022, Mr P took out a hire purchase agreement with Startline to finance the purchase of a car. He pai... (4 pages)View decision -
Decision Reference DRN-5689960
17 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5689960 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2017. Mis... (3 pages)View decision -
Decision Reference DRN-5472187
17 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5472187 The complaint Miss F complains that American Express Services Europe Limited (Amex) irresponsibly lent to her. What happened Miss F was accepted for an Amex credit card in January 2020 with a credit limit of £8,000. The credit limit was increased to £12,000 in July 2021. The... (3 pages)View decision