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 1466 results
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Decision Reference DRN-5607017
10 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5607017 The complaint Mr R is unhappy a van supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) was of unsatisfactory quality. When I refer to what Mr R or Oodle have said or done, it should also be taken to include things said or done on th... (5 pages)View decision -
Decision Reference DRN-5348208
11 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5348208 The complaint Mr H and Mrs H complain about the service Mrs H received in a Nationwide Building Society branch when querying an issue with the account’s statements. What happened Mrs H says she visited a branch to find out why recent statements didn’t contain Mr H’s full na... (4 pages)View decision -
Decision Reference DRN-2527651
16 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2527651 The complaint Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas, I refer to the insurance company of that name and I include engineers and oth... (3 pages)View decision -
Decision Reference DRN7184930
20 Feb 2020 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr O complains that Great Lakes Insurance SE has unfairly refused to pay a claim fordamaged flooring made under his building insurance policy.backgroundIn late 2018 Mr O submitted a claim to Great Lakes for water damage to his hallway and lounge flooring. A loss adjuster was sent out to in... (3 pages)View decision -
Decision Reference DRN-3545601
4 Oct 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3545601 The complaint Company E complains that Aviva Insurance Limited (“Aviva”) have unfairly declined its theft claim after its business premises were broken into. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-2703742
22 Mar 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-2703742 The complaint Mr T complains about the quality of a car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited (BMW). What happened In October 2019 Mr T acquired a used car through a hire purchase agreement. In April 2020, he started to h... (4 pages)View decision -
Decision Reference DRN-2746592
29 Apr 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2746592 The complaint Mr W complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on gi... (3 pages)View decision -
Decision Reference DRN0192736
28 Mar 2018 Europaische Reiseversicherung AG Not upheldInsurance (excluding PPI)Mr S complains that Europaische Reiseversicherung AG (ERV) has turned down his travel insurance claim for medical expenses he incurred after he became ill abroad.In this decision I’ll use ‘ERV’ to include its agents. backgroundMr S has an annual multi-trip insurance ... (4 pages)View decision -
Decision Reference DRN-3291978
4 Feb 2022 Aviva Insurance Limited UpheldInsuranceDRN-3291978 The complaint Mr S complains that Aviva Insurance Limited mishandled his claim on his motor insurance policy. Where I refer to Aviva, I include claims-handlers, engineers and others insofar as I hold Aviva responsible for their acts or omissions. What happened From April 2021, ... (5 pages)View decision -
Decision Reference DRN-3339020
31 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3339020 The complaint Ms W is unhappy that HSBC UK Bank Plc won’t refund money she lost as a result of an investment scam. What happened Ms W sent money to GreenFields Capital (GFC) who she believed would invest in Bitcoin for her. She’s said that after knowingly making two payments, G... (5 pages)View decision