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 367928 results
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Decision Reference DRN-5546128
20 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5546128 The complaint Mr M on behalf of S, a management company, has complained that Covea Insurance plc unfairly declined a claim under its commercial property insurance policy for damage to a balcony. What happened S manages a block of three flats. It made a claim to Covea after... (2 pages)View decision -
Decision Reference DRN-5135162
20 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5135162 The complaint Mr V complains about the administration of a hire agreement he held with Volkswagen Financial Services (UK) Limited (‘VWFS’). Mr V says that he was given incorrect information about settling this agreement and he also received poor customer service. What happe... (3 pages)View decision -
Decision Reference DRN-5545739
20 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5545739 The complaint Mr M complains that Capital One (Europe) plc lent to him irresponsibly. In bringing his complaint, Mr M is supported by a representative. For ease, though, I’ll only refer to Mr M throughout. What happened In November 2023, Mr M was provided with a credit car... (3 pages)View decision -
Decision Reference DRN-5572477
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5572477 The complaint Mrs R complains about how Aviva Insurance Limited treated her and her husband throughout a claim they made on their motor insurance policy. Reference to Aviva includes its agents. What happened Mrs R held a motor insurance policy with Aviva. Her husband, Mr R w... (4 pages)View decision -
Decision Reference DRN-5552924
20 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5552924 The complaint Mrs B complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) unfairly defaulted her account when she’d made efforts to enter a payment arrangement. Mrs B wants the default to be removed from her credit file. What happened Mrs B complained to... (3 pages)View decision -
Decision Reference DRN-5462164
20 May 2025 Lifestyle Rentals Ltd UpheldConsumer CreditDRN-5462164 The complaint Mr H complains about the customer service he’s received from Lifestyle Rentals Ltd trading as HIYA (Hiya). What happened Mr H has been a customer of Hiya since 2023, most recently holding two hire agreements. This complaint relates to Mr H’s concerns about the... (3 pages)View decision -
Decision Reference DRN-5434736
20 May 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5434736 The complaint Mr K complains that My Finance Club Limited trading as Myfinanceclub.com (MFC) didn’t complete adequate affordability checks and had it done so, it would have seen the loans offered and advanced to him (by it) were unaffordable. Mr K says this caused financial ... (3 pages)View decision -
Decision Reference DRN-5572506
20 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5572506 The complaint Ms B complains that Liverpool Victoria Insurance Company Limited (‘LV’) voided her home insurance policy and didn’t pay her claim. What happened Ms B took out a home insurance policy underwritten by LV in April 2024. The details of how she took out that policy... (4 pages)View decision -
Decision Reference DRN-5563470
20 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5563470 The complaint Mr R has complained that The Prudential Assurance Company Limited incorrectly calculated the loss he incurred due to a delay in completing the transfer of his personal pension plan. What happened The background to this complaint was set out in my provisional d... (7 pages)View decision -
Decision Reference DRN-5554867
20 May 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5554867 The complaint Mr F, as the sole remaining trustee and named beneficiary of the F Trust, complains that Aviva Life & Pensions UK Limited provided inaccurate information about the cost of the life cover within an investment bond held by the F Trust. What happened On the re... (3 pages)View decision
