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 369228 results
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Decision Reference DRN-5232424
10 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5232424 The complaint Ms B and Mr R are unhappy with the way U K Insurance Limited (“UKI”) dealt with a claim made by Mr R on their legal expenses insurance policy. Ms B and Mr R are joint policyholders but as all submissions have been made by Mr R, for ease I’ll refer to him in thi... (2 pages)View decision -
Decision Reference DRN-4878726
10 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-4878726 The complaint Miss C complains that MotoNovo Finance Limited (“MotoNovo”) supplied her with a car that wasn’t of satisfactory quality. What happened In July 2023, Miss C acquired a used car using a hire purchase agreement with MotoNovo. The car was over six years old, the c... (7 pages)View decision -
Decision Reference DRN-5028003
10 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5028003 The complaint Mr H complains Advantage Insurance Company Limited (Advantage) declined the claim he made under his home insurance policy. What happened The events of this complaint are well known to both parties and so I’ve summarised events. In June 2023 Mr H’s property was ... (4 pages)View decision -
Decision Reference DRN-4969441
10 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4969441 The complaint Mr N complained about Hargreaves Lansdown Asset Management Limited (“HL”). He said it shouldn’t have allowed a withdrawal to his business partner and joint account holder. He said HL should remove restrictions to the account for him, so that he could have acces... (4 pages)View decision -
Decision Reference DRN-5273969
10 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5273969 The complaint Miss A complains about AXA Insurance UK Plc (“AXA”) and the service she’s received following the claim she made on her home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chr... (4 pages)View decision -
Decision Reference DRN-5214223
10 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5214223 The complaint Mr O is unhappy with Yorkshire Building Society’s (YBS) handling of his Individual Savings Account (ISA) transfer request. What happened In April 2024 YBS received a request to transfer the funds held in Mr O’s ISA to another provider. YBS rejected the request... (2 pages)View decision -
Decision Reference DRN-5105449
10 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5105449 The complaint Mrs K’s complaint is about the handling of a legal expenses claim made under the legal expenses section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the act... (5 pages)View decision -
Decision Reference DRN-5284121
10 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5284121 The complaint Mr J complains that money was not debited from his account for a loan payment due to a company (F) by TSB Bank plc. And that it misled him about F’s attempts to collect the money. What happened In April 2024 F attempted to take a payment for £150.41 from Mr J&#... (2 pages)View decision -
Decision Reference DRN-5309074
10 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5309074 The complaint Mrs J complains that Barclays Bank Limited is reporting a debt on her credit file that it shouldn’t be reporting. Mrs J says this error has meant she hasn’t been offered more favourable mortgage rates. What happened Mrs J had an overdraft facility with Barclay... (3 pages)View decision -
Decision Reference DRN-5236751
10 Feb 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5236751 The complaint Mr F and Miss B complain about the way National Westminster Bank Plc has treated them and administered their mortgage. In particular, they’re unhappy that the fixed interest rate they took in 2023 was higher than rates NatWest made available to new customers, a... (4 pages)View decision
