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 381196 results
-
Decision Reference DRN-5690689
8 Aug 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5690689 The complaint Mrs H complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by RCI Financial Services Limited trading as Nissan Financial Services (RCI). Mrs H is represented in this complaint by her husband Mr H but, for ease... (11 pages)View decision -
Decision Reference DRN-5403352
8 Aug 2025 Countrywide Assured Plc UpheldInvestmentsDRN-5403352 The complaint Mrs F complains about the service she received from Countrywide Assured Plc in relation to her investment bond. What happened Mrs F is the owner of an investment bond with Countrywide, which was originally held with her husband, Mr F. Sadly in December 2023 Mr ... (3 pages)View decision -
Decision Reference DRN-5724386
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5724386 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) decided to close his account due to unacceptable behaviour in branch after Lloyds had blocked it for security purposes. Mr C denies behaving in a way that warrants his account being closed in this way. What happened The... (2 pages)View decision -
Decision Reference DRN-5744810
8 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5744810 The complaint Mr S complains about the manner in which Aviva Insurance Limited dealt with a claim on his motor insurance policy. What happened In October 2024 Mr S’s car was hit by another while parked. The other driver acknowledged the incident was their fault and their ins... (5 pages)View decision -
Decision Reference DRN-5469377
8 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5469377 The complaint Mr T, through his representative, complaints that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Here is a table giving brief details of the lending. Loan Approved Amount Terms Repaid 1 15 December 2018 £5605 x £201.28 and 1 ... (3 pages)View decision -
Decision Reference DRN-4192979
8 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4192979 The complaint Mr and Mrs P are unhappy, in summary, as they don’t think Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy that they hold with it. What happened I've outlined what I think are the key events inv... (8 pages)View decision -
Decision Reference DRN-5555583
8 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5555583 The complaint Mr and Mrs S complain about the quality of a repair completed by Lloyds Bank General Insurance Limited following a successful claim on their buildings insurance policy. Throughout the claim and complaint process, Mr and Mrs S have had a representative helping t... (2 pages)View decision -
Decision Reference DRN-5732954
8 Aug 2025 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-5732954 The complaint Ms S, through her representative, complains that the advice she received from JLT Wealth Management Limited to transfer her Occupational Pension Scheme (OPS) defined benefit pension to a personal pension plan was unsuitable. What happened Ms S’ complaint was co... (7 pages)View decision -
Decision Reference DRN-5744528
8 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5744528 The complaint Miss M complains that Fortegra Europe Insurance Company Ltd (Fortegra) declined a claim made under her furniture warranty. Where I’ve referred to Fortegra, this also includes any agents acting on their behalf. What happened Miss M purchased a recliner sofa, a... (7 pages)View decision -
Decision Reference DRN-5710318
8 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710318 The complaint Mr T is unhappy with how Bank of Scotland (“Halifax”) handled his refund claim. What happened Mr T used his Halifax credit card to upgrade his return flights when travelling back home with his sibling. Mr T purchased the two flight upgrades at the airport. He s... (7 pages)View decision
