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 374385 results
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Decision Reference DRN-5780729
28 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5780729 The complaint Mrs A and Mr D complain that Royal & Sun Alliance Insurance Plc (RSA) have failed to settle their claim, provided poor service when dealing with their claim for an escape of water. What happened Mrs A and Mr D held a buildings and contents insurance policy... (4 pages)View decision -
Decision Reference DRN-5688600
28 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5688600 The complaint Mr J complains Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Skoda Financial Services, were unreasonable not to agree to further extend his car finance agreement. What happened The detailed background to this complaint is well known to both pa... (2 pages)View decision -
Decision Reference DRN-5667705
28 Aug 2025 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-5667705 The complaint Mr M has complained that Markerstudy Insurance Company Limited’s agent caused damage to his vehicle when it moved it from its site to his chosen repairer. Mr M made a claim under his motor insurance policy. What happened In December 2020 Mr M left his vehicle o... (3 pages)View decision -
Decision Reference DRN-5619418
28 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5619418 The complaint Mr I, through his representative, complains that Specialist Motor Finance Limited (“SMF”) approved a car finance agreement for him which he could not afford. What happened Mr I was approved for car finance by SMF on 8 July 2022. The cash price was £9,600 for th... (3 pages)View decision -
Decision Reference DRN-5700458
28 Aug 2025 Wakam UpheldInsuranceDRN-5700458 The complaint Mrs A complains that Wakam declined some claims on her pet insurance policy. What happened Mrs A took out a policy, underwritten by Wakam, which started on 9 December 2024. Later that month, her cat needed urgent treatment for a blocked bladder. She made an ini... (3 pages)View decision -
Decision Reference DRN-5626808
28 Aug 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5626808 The complaint Mr H makes the following complaints against Everyday Lending Limited trading as Everyday Loans (“EDL”): • It irresponsibly provided him with a loan he couldn’t afford; • it encouraged him to take more credit than he’d asked for; • It made excessive calls to hi... (5 pages)View decision -
Decision Reference DRN-5780207
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5780207 The complaint Mr A complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A was using his Monzo account for crypto trading and received two payments in 2023. In 2024 Monzo received fraud reports for these transactions, so they asked Mr A about t... (3 pages)View decision -
Decision Reference DRN-5316824
28 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5316824 The complaint Ms A complains Starling Bank Limited (“Starling”) didn’t do enough to protect her when she fell victim to a scam or recover the funds she lost. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details h... (3 pages)View decision -
Decision Reference DRN-5670989
28 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5670989 The complaint Mrs K complains Liverpool Victoria Insurance Company Limited handled a motor insurance claim poorly. What happened In January 2025 Mrs K’s car was damaged, whilst being driven by her daughter, in a collision with a third-party. Mrs K claimed for the loss again... (2 pages)View decision -
Decision Reference DRN-5751325
28 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5751325 The complaint Ms P complains that Covea Insurance plc refused to pay a claim on her motor insurance policy then cancelled it as if it hadn't existed, known as voidance. Ms P’s policy is branded in the name of a motoring organisation. But Covea underwrites the policy and... (3 pages)View decision
