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 4385 results
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Decision Reference DRN-5049505
22 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5049505 The complaint Ms B complains about Advantage Insurance Company Limited’s handling of her car insurance claim. What happened Advantage has been represented by its agents during the claim. All references to Advantage include its agents. Ms B took out a car insurance policy in ... (4 pages)View decision -
Decision Reference DRN-3252542
27 Jan 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3252542 The complaint Mr R complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr R is represented by a cl... (6 pages)View decision -
Decision Reference DRN9235570
23 Aug 2018 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Tradewise Insurance Company Limited (“Tradewise”) won’t pay a claim he made under his motor insurance policy after the van he had insured was stolen.backgroundI issued a provisional decision on this complaint on 16 July 2018, a copy of which is att... (6 pages)View decision -
Decision Reference DRN-4815264
9 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4815264 The complaint Mr T complains that Hargreaves Lansdown Asset Management trading as Hargreaves Lansdown (HL) requested unnecessary personal information, gave misleading information, and threatened and implemented blocks on his accounts. He says this caused him inconvenience an... (8 pages)View decision -
Decision Reference DRN0992877
24 Oct 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr O has complained that Hastings Insurance Services Limited unfairly cancelled his car insurance policy. backgroundMr O bought a car insurance policy through Hastings Insurance Services (Hastings) in January 2018. It acted as the agent for the insurer of Mr O’s poli... (3 pages)View decision -
Decision Reference DRN6166278
28 Nov 2013 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr N has complained about the decision by Simplyhealth Access (“Simpyhealth”) to allocate the cost of treatment he had carried out on his tooth to his ‘current’ claiming year and also its refusal to regard further treatment he had carried out as falling under the category of ‘emergency t... (3 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-4400192
13 Nov 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4400192 The complaint Mr C complains about how his insurer, Mulsanne Insurance Company Limited (Mulsanne) dealt with the write off of his vehicle after an accident under his motor insurance policy. Any reference to Mulsanne in this decision includes their agents. This decision covers M... (6 pages)View decision -
Decision Reference DRN2372293
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMrs B’s complaint concerns the advice she received from Clifton Compliance Services Ltd(Clifton) to transfer her existing pension arrangements into a self-invested personal pension(SIPP). She is also unhappy with the events which unfolded following this course of action.backgroundThe bac... (6 pages)View decision -
Decision Reference DRN-2946048
6 Sep 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-2946048 The complaint Ms J complains that TRANSUNION INTERNATIONAL UK LIMITED (TransUnion) reported incorrect data on her credit file. What happened In August 2020, Ms J discovered a default reported by a business I will refer to as “C” on her TransUnion credit file. Ms J didn’t recogn... (3 pages)View decision
