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 381082 results
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Decision Reference DRN-5753720
1 Sep 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5753720 The complaint Mr T complains that a car acquired under a hire purchase agreement with Secure Trust Bank Public Limited Company trading as V12 Vehicle Finance (“V12”) 1 wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with th... (5 pages)View decision -
Decision Reference DRN-5781268
1 Sep 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5781268 The complaint Mr C and Mrs C complain about the impact on their No-Claims Discount following a claim made to Highway Insurance Company Limited (“Highway”) under their car insurance policy. Mr C is the policyholder and Mrs C is a named driver under this policy. So, for ease ... (3 pages)View decision -
Decision Reference DRN-5742905
1 Sep 2025 Courtiers Investment Services Limited Not upheldInvestmentsDRN-5742905 The complaint Mr H and Mrs H complain Courtiers Investment Services Limited (‘Courtiers’) provided an online portal that was defective. They say this caused them severe distress and inconvenience for a period of months and Courtiers failed to find a solution or compensate th... (6 pages)View decision -
Decision Reference DRN-5786023
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5786023 The complaint Mr N complains about a claim he made to American Express Services Europe Limited (Amex) in respect of a hotel not being as described. What happened In November 2024, Mr N paid £4,699.24 using his Amex credit card to book a suite at a hotel which he intended to... (6 pages)View decision -
Decision Reference DRN-5566684
1 Sep 2025 Towergate Financial (East) Limited Not upheldPensions and AnnuitiesDRN-5566684 The complaint Miss G complains about the transfer she made from a former employer’s defined benefit (DB) pension scheme to a personal pension. She doesn’t consider that M2 Financial Ltd, now Towergate Financial (East) Limited (Towergate), acted as it should’ve and she says s... (7 pages)View decision -
Decision Reference DRN-5790067
1 Sep 2025 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-5790067 The complaint Mrs S complains that Quilter Life & Pensions Limited (“Quilter”) failed to complete the transfer of her pension savings to another provider in a timely manner. What happened Mrs S has been assisted in making this complaint, and her dealings with Quilter, by... (4 pages)View decision -
Decision Reference DRN-5651728
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5651728 The complaint Mr N complains that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited was of an unsatisfactory quality. What happened In June 2023, Mr N was supplied with a used car through a conditional sale agreement with Moneybarn. The ca... (4 pages)View decision -
Decision Reference DRN-5737521
1 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5737521 The complaint Mrs B and Mr I complain Tesco Underwriting Limited unfairly declined a theft claim against their home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reason... (3 pages)View decision -
Decision Reference DRN-5684105
1 Sep 2025 Chubb European Group SE UpheldInsuranceDRN-5684105 The complaint Mrs B is complaining that Chubb European Group SE declined a claim she made on her buildings insurance policy. Mrs B has appointed a solicitor firm to handle aspects of the complaint on her behalf. But for ease of reference, I shall refer to anything said on Mr... (5 pages)View decision -
Decision Reference DRN-5789390
1 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5789390 The complaint Mr D complains that Aviva Life & Pensions UK Limited (‘’) has refused to consider a critical illness claim he made under his personal protection policy, as Aviva contends that Mr D’s policy did not include critical illness cover. What happened Mr D is profe... (8 pages)View decision
