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 4790 results
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Decision Reference DRN3196887
10 May 2017 Secure Trust Bank Plc UpheldBanking and creditMr L complains that Secure Trust Bank Plc trading as Moneyway set up a hire purchase agreement for the wrong car.backgroundMr L was looking for a car through a broker. During that process, Mr L discussed a number of different cars. Mr L signed a hire purchase credit... (3 pages)View decision -
Decision Reference DRN7217059
14 Feb 2014 Reid Scott & Ross Limited UpheldInvestment and pensionsMrs A has complained that Reid Scott & Ross Limited (“RS&RL”) provided her with unsuitable advice to transfer the value of her preserved pension benefits from an occupational defined benefit pension scheme into a personal pension plan.backgroundThe adjudicator who considered Mr... (3 pages)View decision -
Decision Reference DRN-4244973
12 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4244973 The complaint A company which I’ll refer to as F complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) unfairly declined to open an account on its behalf. In bringing this complaint F is represented by its director who I’ll refer to as Mr K. What happened The ... (4 pages)View decision -
Decision Reference DRN6380718
14 Oct 2014 Clements Europe Limited UpheldInsurance (excluding PPI)Mr Z complains that Clements Europe Limited mistakenly cancelled the motor insurance policy on his car. As a result, it was stopped by the police, impounded, and then destroyed.backgroundMr Z owned two cars, car A and car B. In November 2012 he took out two separate insurance policies f... (3 pages)View decision -
Decision Reference DRN1724838
5 Sep 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)B’s complaint is about Aviva Insurance Limited’s decision to turn down a claim on its commercial insurance policy. The claim was for legal expenses insurance cover. The complaint is brought by Mr M, a Director of B. Mr M says that Aviva hasn’t acted fairly.All refe... (3 pages)View decision -
Decision Reference DRN-5779103
9 Jan 2026 Vodafone Limited Not upheldConsumer CreditDRN-5779103 The complaint Miss M complains that Vodaphone Limited (‘VL’) unfairly defaulted her. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. M... (3 pages)View decision -
Decision Reference DRN-5735294
15 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5735294 The complaint Mr K complains AWP P&C S.A. (“AWP”) has unfairly declined his claim on his motor warranty policy. He says this has caused him a great deal of distress and inconvenience. All references to AWP include its agents. What happened Mr K bought a car in July 2019.... (3 pages)View decision -
Decision Reference DRN2211269
27 Mar 2020 Santander UK Plc Not upheldBanking and creditMr P has complained that Santander UK Plc won’t add his requested power of attorney, Mr W, onto his accounts without Mr W providing Santander some personal information.backgroundIn January 2019 Mr P went into a Santander branch with Mr W to add him onto their records as Mr P’s representati... (3 pages)View decision -
Decision Reference DRN-2169392
6 Jan 2021 One Insurance Limited UpheldInsuranceDRN-2169392 The complaint Mr S complained about the way One Insurance Limited dealt with a claim he made under his car insurance policy. All reference to One Insurance in my decision includes its agents. What happened Mr S reported flood damage to his car to his insurer, One Insurance in F... (3 pages)View decision -
Decision Reference DRN-3347923
3 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3347923 The complaint Mrs C complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Mrs C is represented by a... (7 pages)View decision