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-5899822
19 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5899822 The complaint Mr I complains about how Aviva Insurance Limited dealt with a claim he made on his home insurance policy after someone drove into his wall. What happened In January 2025 a third party drove their car into Mr I’s front wall causing damage. He made a claim on hi... (4 pages)View decision -
Decision Reference DRN-5930352
19 Nov 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5930352 The complaint Mr G complains that Tesco Underwriting Limited declined a claim on his home buildings insurance policy and said the policy was void. What happened Mr G took out buildings and contents insurance for his home which was underwritten by Tesco. He made a claim on th... (4 pages)View decision -
Decision Reference DRN-5873284
19 Nov 2025 EUI Limited Not upheldInsuranceDRN-5873284 The complaint Ms P has complained that EUI Limited unfairly and unreasonably charged her a cancellation charge when her motor policy was automatically renewed and she then cancelled her policy after the first 14 days. Ms P refused to pay the cancellation charge. Subsequently... (5 pages)View decision -
Decision Reference DRN-5942151
19 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5942151 The complaint The estate of Mr B has complained that Aviva Life & Pensions UK Limited unfairly declined the claim on Mr B’s life insurance following his death. A grant of representation in Mr B’s estate was issued to Mrs B. Mrs B is herself represented by her attorney, ... (3 pages)View decision -
Decision Reference DRN-5777405
19 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5777405 The complaint Miss T, through her representative, complains that Black Horse Limited approved a car finance agreement for her which she could not afford to repay. Miss T has also complained about commission, this will be dealt with separately. What happened On 11 May 2019 Mi... (3 pages)View decision -
Decision Reference DRN-5643429
19 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5643429 The complaint Mr J has complained that a car he acquired using finance from Black Horse Limited wasn’t delivered to him in a timely manner, and wasn’t of satisfactory quality. What happened On 21 January 2023, Mr J entered into a finance agreement with Black Horse for a used... (2 pages)View decision -
Decision Reference DRN-5938444
19 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5938444 The complaint Mrs T doesn’t think that Blue Motor Finance Ltd (‘BMF’) have acted fairly by reporting a missed payment on her credit file. What happened In May 2021, Mrs T was supplied with a used car through a hire purchase agreement with BMF. She paid an advance payment of... (4 pages)View decision -
Decision Reference DRN-5219526
19 Nov 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5219526 The complaint Mr S complains about a motor hire agreement he had with Lex Autolease Ltd (Lex). Mr S ended the agreement early and believes Lex should have refunded a larger portion of the road fund licence for the unused period after the agreement ended. Mr S is also unhappy... (4 pages)View decision -
Decision Reference DRN-5819095
19 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819095 The complaint Mr and Mrs L complain that The Royal Bank of Scotland plc (‘RBS’) won’t refund the money they say was lost as the result of a scam. What happened While in Dubai, Mr and Mrs L were introduced to an investment which involved “matched betting”. Mr L signed a cont... (3 pages)View decision -
Decision Reference DRN-5670314
19 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5670314 The complaint Mr B has complained that a car he acquired, using finance from Close Brothers Limited, wasn’t of satisfactory quality at the point of supply. What happened In October 2024, Mr B entered into a finance agreement with Close Brothers, for a new car. It had travel... (2 pages)View decision