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 123440 results
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Decision Reference DRN-5618603
25 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5618603 The complaint Mr D complains that Aviva Insurance Limited (Aviva) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr D owns a property which he rents out. He held a home emergency insurance policy with Aviva. His tenant reported a plumbi... (2 pages)View decision -
Decision Reference DRN-5327751
25 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5327751 The complaint Mr S believes that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (JFS) was of an unsatisfactory quality. When I refer to what Mr S or JFS have said or done, it should also be taken to includ... (5 pages)View decision -
Decision Reference DRN-5646331
25 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5646331 The complaint Mr I complains about the cancellation of his car insurance policy by Advantage Insurance Company Limited (‘Advantage’). What happened Mr I held a car insurance policy underwritten by Advantage. His policy most recently renewed on 14 August 2023 and was being p... (3 pages)View decision -
Decision Reference DRN-5417558
24 Jun 2025 Keighley Broking Services Limited UpheldInsuranceDRN-5417558 The complaint Mr A complains in his capacity as director of a limited company, (which I’ll refer to as “S”), that Keighley Broking Services Limited trading as Coversure (“Coversure”) made a misrepresentation to an insurer on behalf of S when it arranged S’s building insuranc... (4 pages)View decision -
Decision Reference DRN-5333076
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5333076 The complaint Mr E has complained that Nationwide Building Society (NBS) treated him unfairly as a customer during several phone calls, some of which were terminated. Mr E is also unhappy that NBS decided to close his accounts. As a result, Mr E feels he’s been a victim of d... (5 pages)View decision -
Decision Reference DRN-5333173
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5333173 The complaint Mr E was unhappy because Nationwide Building Society (NBS) changed its lending criteria and didn’t inform him. Mr E says NBS ought to have informed him as he’s a vulnerable adult, and NBS were aware of this. What happened Mr E is a long-standing customer with ... (6 pages)View decision -
Decision Reference DRN-5469594
24 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5469594 The complaint Mr I is unhappy with National Westminster Bank Plc. Mr I made an international payment for approximately £10,000 to a family member abroad to deal with a family emergency. What happened Mr I made the payment on 13 January 2025. It was expected to arrive on 15 ... (3 pages)View decision -
Decision Reference DRN-5623180
24 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5623180 The complaint Mrs K has complained about the way that Great Lakes Insurance SE has handled a claim she made on a travel insurance policy. Mrs K has been represented by her son in making this complaint. However, for ease, I will just be referring to Mrs K in this decision. ... (2 pages)View decision -
Decision Reference DRN-5605825
24 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5605825 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. What happened In July 2023 Mr L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5644615
24 Jun 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5644615 The complaint Ms P complains that St James’s Place UK plc (SJP) delayed the transfer of her personal pension account to another provider and failed to provide transparent information about the early withdrawal charges (EWCs) it applied. What happened Ms P opened a Retirement... (10 pages)View decision
