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 4361 results
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Decision Reference DRN7053447
29 Jan 2015 Motability Operations Limited Not upheldInsurance (excluding PPI)Mr W complains that Motability Operations Limited (MO) left him technically without motor insurance cover for a period between May and June 2014. backgroundMr W leases a car through the Motability scheme. His monthly payment includes the cost of motor insurance. In May 2014 his three ... (2 pages)View decision -
Decision Reference DRN-5519191
30 Apr 2025 Kingfisher Insurance Services Limited UpheldInsuranceDRN-5519191 The complaint Mr S has complained that Kingfisher Insurance Services Limited failed to correctly arrange a motor trade policy for him and that it said it would reimburse a police impound fee he had to pay . What happened Mr S bought a motor trade policy with a broker, Kingf... (3 pages)View decision -
Decision Reference DRN3355009
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMrs T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of her Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.Mr T brings the complaint on Mrs T’s behalf.backg... (2 pages)View decision -
Decision Reference DRN4934265
24 Jan 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that AXA Insurance UK Plc turned down a claim on their caravan insurance policy.Mr and Mrs S have instructed a firm of solicitors to represent them. But, for ease, I’ll refer to the solicitor’s comments as being those of Mr and Mrs S.Re... (3 pages)View decision -
Decision Reference DRN8321659
6 Apr 2018 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs G, who holds a registered lasting power of attorney (POA) for Mr G, complains about the policy of Marks & Spencer Financial Services Plc, trading as M & S Bank, to require sight of the whole of the POA. backgroundIn May 2017 Mrs G visited a branch of M &a... (2 pages)View decision -
Decision Reference DRN1606036
28 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that Aviva Insurance Limited wrongly settled a claim against his van insurance policy, as he wasn’t involved in the incident in question.backgroundA third party told Aviva that an accident took place on 14 December 2016 and that the registration plate ... (2 pages)View decision -
Decision Reference DRN-5302433
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302433 The complaint Mr L, on behalf of Mr W, complains that Santander restricted access to Mr W’s account following the registration of a Court of Protection Order. What happened Mr L complains on behalf of Mr W in his capacity as Mr W’s deputy, as appointed by the Court of Prote... (3 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN0739046
4 Mar 2019 Close Brothers Limited Not upheldBanking and creditMrs M, represented by Mr M, complains that Close Brothers Limited sent information to an old address causing distress and costs.backgroundMrs M has a credit agreement with Close Brothers relating to her insurance policy. In October 2018, Mr M contacted Close Brothers ... (3 pages)View decision -
Decision Reference DRN-3462814
9 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3462814 The complaint Mr B complains that Aviva Insurance Limited (trading as General Accident) unfairly declined his claim on his motor insurance policy. I refer to General Accident as GA and I include claims-handlers and others insofar as I hold GA responsible for their acts or omiss... (4 pages)View decision
