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 4777 results
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Decision Reference DRN3556296
25 May 2016 Close Brothers Limited Not upheldBanking and creditMr H complains that Close Brothers Limited did not allow him to cancel his conditional sale agreement after the car he acquired was not fit for purpose. He says because of this he felt pressured into accepting a replacement car which also had issues. He complains tha... (3 pages)View decision -
Decision Reference DRN-1550826
1 Jul 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-1550826 The complaintMr H complains that Liverpool Victoria Insurance Company Limited (LV) declined a claim for the theft of his vehicle. Mr H is represented in this case by Ms N. But, for ease, where I’ve referred to Mr H, this includes Ms N. What happenedIn July 2018 Mr H’s vehicle –... (3 pages)View decision -
Decision Reference DRN0732194
9 Jul 2014 CIS General Insurance Limited UpheldInsurance (excluding PPI)Mrs Y complains that CIS General Insurance Limited (“CIS”) cancelled her motor insurance policy without due notice, leading to the named driver insured under it being prosecuted for driving uninsured.backgroundThe background to this complaint was set out in my provisional decision of 3 ... (3 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)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 DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)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 DRN3808199
17 Oct 2014 GE Money Home Lending Limited Not upheldBanking and creditMr and Ms T make a number of complaints about the administration of their mortgage GE Money Home Lending Limited (‘GEMHL’)backgroundIn 2007 Mr and Ms T took out an interest-only mortgage with GEMHL. They fell into arrears and GEMHL started legal proceedings for possession through GE Mo... (2 pages)View decision -
Decision Reference DRN-3184839
28 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3184839 The complaint Mr M complains that Barclays Bank UK PLC failed to refund transactions he didn’t recognise. What happened Mr M explained that he received two calls that appeared to be from Barclays and was suspicious because they asked for his three-digit security number from the... (4 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision