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 384133 results
-
Decision Reference DRN-5764305
27 Nov 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5764305 The complaint Mr and Ms N have complained that Accredited Insurance (Europe) Ltd (AIE) caused delays when dealing with their escape of water claim under their home insurance policy. As Ms N is the lead complainant, I will refer to her on behalf of Mr and Ms N in my decision.... (3 pages)View decision -
Decision Reference DRN-5719582
27 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5719582 The complaint Mr B is unhappy Aviva Insurance Limited (“Aviva) declined his claim for loss of a mobile phone. Aviva were providing a home insurance policy. Mr B had representation during the complaint, but for ease and simplicity, I’ll only refer to Mr B. What happened Mr B ... (2 pages)View decision -
Decision Reference DRN-5834527
27 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5834527 The complaint Mr G complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In October 2024, Mr G acquired a used car using a hire purchase agreement with MotoNovo. The car was nearly nine year... (5 pages)View decision -
Decision Reference DRN-5872879
27 Nov 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5872879 The complaint Mr K complains about the time taken by Mulsanne Insurance Company Limited to make a claim decision. He also complains about poor customer service. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details he... (3 pages)View decision -
Decision Reference DRN-5961518
27 Nov 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5961518 The complaint Mr M complains, through a representative, that the advice he received from Pi Financial Ltd to transfer his defined benefit occupational pension scheme to a personal pension arrangement was unsuitable. What happened I issued my provisional decision on this comp... (13 pages)View decision -
Decision Reference DRN-5576276
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5576276 The complaint D a limited company complains NATIONAL WESTMINSTER BANK PUBLIC COMPANY LIMITED unfairly blocked its account and withheld funds. D is represented by a director – Mr D. What happened The facts of the complaint are well known to both parties, so I will only prov... (3 pages)View decision -
Decision Reference DRN-5863259
27 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5863259 The complaint Miss P complains Starling Bank Limited recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. What happened Miss P held an account with Starling. In May 2021, she received a payment from a third- party, through a bank tra... (3 pages)View decision -
Decision Reference DRN-5842905
27 Nov 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5842905 The complaint Mr C complains about the quality of a vehicle that was supplied through a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). Mr C also believes the finance agreement was mis-sold to him. What happened In January 2023, Mr C acquired a n... (4 pages)View decision -
Decision Reference DRN-5647964
27 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5647964 The complaint Mr R complains Accelerant Insurance Europe SA/NV UK Branch has unfairly avoided his policy and so declined a claim he made on his commercial home insurance policy. Mr R has been represented in bringing this complaint, but for ease I’ve referred to all comments... (3 pages)View decision -
Decision Reference DRN-5973312
27 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5973312 The complaint Mr W complained to us that Aviva had made mistakes and given him the wrong information over a number of years in respect of accessing his pension benefits. He told us this was going to cause him future loss of around £84,000. What happened In 2022 the Finance ... (9 pages)View decision
