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 368546 results
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Decision Reference DRN-5165678
19 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5165678 The complaint Ms U is complaining about the way Aviva has managed a claim she made on the buildings insurance policy that covered her apartment. What happened In October 2023 Ms U contacted Aviva – through her broker – to say there had been an escape of water in her apartmen... (4 pages)View decision -
Decision Reference DRN-5098991
19 Feb 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5098991 The complaint Mr P complains that the car he acquired through Blue Motor Finance Ltd (“BMFL”) wasn’t of satisfactory quality. He wants BMFL to repair the car or accept its rejection. What happened Mr P entered into a hire purchase agreement on 25 September 2023 to acquire a ... (4 pages)View decision -
Decision Reference DRN-5293218
19 Feb 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5293218 The complaint Mr B has complained that Atlanta Insurance Intermediaries Limited trading as Swinton Insurance (Swinton) mis-sold a car insurance policy to him. What happened Mr B bought a car insurance policy online with a comparison website through a broker, Swinton in 2021.... (2 pages)View decision -
Decision Reference DRN-5155047
19 Feb 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5155047 The complaint A company, which I will refer to as E, complains that New Wave Capital Limited (trading as Capital on Tap) treated it unfairly in relation to a credit facility. Mr H, E’s director, represents E in this complaint. What happened Mr H told us: E’s Capital on ... (5 pages)View decision -
Decision Reference DRN-5037878
19 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5037878 The complaint Miss K complains about Aviva Insurance Limited (“Aviva”) and the service provided to her after she made a claim on her home emergency insurance policy. Miss K has been represented by her husband, Mr P, during the claim and complaint process. For ease of referen... (4 pages)View decision -
Decision Reference DRN-5342172
19 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5342172 The complaint Mrs G complains about the quality of a van supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”). What happened I sent Mrs G and Moneybarn my provisional findings on this complaint on 5 February 2025.... (6 pages)View decision -
Decision Reference DRN-5059519
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5059519 The complaint A limited company, which I’ll refer to as S, complains that National Westminster Bank Plc closed its business accounts without notice. S is represented by its sole director, Mr P. What happened S successfully applied for a bounce back loan (“BBL”) for £45,000 i... (3 pages)View decision -
Decision Reference DRN-5318165
19 Feb 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5318165 The complaint Mrs C has complained that she was mis-sold a term assurance policy by Lifesearch Partners Limited (“Lifesearch”). She has also complained about the commission she paid. What happened Lifesearch recommended Mrs C bought a 10-year term assurance policy in March 2... (2 pages)View decision -
Decision Reference DRN-5293217
19 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5293217 The complaint Mr W has complained about the way Advantage Insurance Company Limited dealt with a claim he made under his car insurance policy. All references in my decision to the insurer Advantage includes agents acting on its behalf for the purposes of Mr W’s claim. What h... (2 pages)View decision -
Decision Reference DRN-5302831
19 Feb 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5302831 The complaint Mr R complains Red Sands Insurance Company (Europe) Limited unfairly declined his motor warranty claim. Red Sands been represented for the claim. For simplicity I’ve generally referred to the representative’s actions as being Red Sand’s own. What happened Mr ... (2 pages)View decision
