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 4569 results
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Decision Reference DRN8064813
9 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr A says Lloyds Bank PLC (“Lloyds”) mis-sold him a Gold packaged bank account. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundWhen it looked at Mr A’s complaint, Lloyds agreed it had mis-sold the Gold account and offered a refund of th... (1 page)View decision -
Decision Reference DRN2664186
12 Dec 2018 Santander Consumer (UK) Plc UpheldBanking and creditMiss B complains that the car she acquired through a conditional sale agreement with Santander Consumer (UK) Plc was not of satisfactory quality. She wants to reject the car and have her payments refunded.backgroundMiss B entered into a conditional sale agreement with ... (3 pages)View decision -
Decision Reference DRN5520758
14 Nov 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains about the way that Royal & Sun Alliance Insurance Plc (“RSA”) dealt with the insurance industry Claims Underwriting Exchange database (“CUE”) after an incident involving his car, and in particular that it: registered an “accident/collision” when his car did not make ... (3 pages)View decision -
Decision Reference DRN-5277540
20 Mar 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5277540 The complaint Mr L complains Adrian Flux Insurance Group Services mis-sold him a motorbike insurance policy. What happened In August 2022 Adrian Flux sold Mr L a three-month motorbike insurance policy - provided by an insurer I’ll call ‘Insurer A’. The bike was registered i... (7 pages)View decision -
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-3414466
5 Apr 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3414466 The complaint Ms S complains PSA Finance UK Limited (PSA) provided her with a car that she believes wasn’t of satisfactory quality. She also complains the car was damaged while being repaired. What happened In January 2020, Ms S entered into a 48 month ... (6 pages)View decision -
Decision Reference DRN4381407
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (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-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 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
