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 DRN9839513
14 Apr 2015 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss H complains that Advantage Insurance Company Limited mishandled her claim on a motor insurance policy.backgroundMiss H agreed to buy a brand new car. Its cash price was about £14,400. She took out a conditional sale agreement with a finance company. She insured th... (3 pages)View decision -
Decision Reference DRN0373432
28 Nov 2016 Investment Funds Direct Limited Not upheldInvestment and pensionsMrs G’s complaint is about investments held in her husband’s name with Investment Funds Direct Limited (‘IFDL’). After Mr G died Mrs G became the executor of his estate. Mrs G asked IFDL to transfer some investments to a new firm (‘firm 2’) and to encash other inves... (3 pages)View decision -
Decision Reference DRN-3598132
14 Sep 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3598132 Complaint Mr and Mrs C complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say were misrepresented to them by the supplier. Mr and Mrs C are r... (7 pages)View decision -
Decision Reference DRN-4059404
31 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4059404 The complaint Mr D and Miss D are unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) when purchasing car insurance. Mr D and Miss D are both parties to this complaint. Mr D has primarily dealt with this service. For ease of reference I have ref... (5 pages)View decision -
Decision Reference DRN-5671860
25 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5671860 The complaint Mr A is unhappy with how Aviva Insurance Limited (Aviva) handled a claim made under his motor insurance policy. Any references to Aviva include its agents. What happened In early January 2025, Mr A was on holiday in the UK. He was involved in an accident wher... (5 pages)View decision -
Decision Reference DRN7523240
24 Apr 2020 Revolut Ltd Not upheldBanking and creditComplaintMr O complains about the time it took Revolut Ltd to return funds when they closed his account. He’s also unhappy that when the funds were returned, certain fees had been deducted.BackgroundIn December 2018 Revolut carried out a review on Mr O’s account. As part of the review, Rev... (2 pages)View decision -
Decision Reference DRN-5438921
21 May 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5438921 The complaint R has complained that Clearbank Limited (“Tide”) asked for documents that R was unable to provide when processing R’s application to open an account. A director of R, Mr S, says that a member of staff at Tide was rude to him during a phone call. Mr S says that ... (3 pages)View decision -
Decision Reference DRN0329875
19 Dec 2018 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mr J complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) declined his car insurance claim, cancelled his insurance policy and retained the premiums he’d paid.backgroundMr J had car insurance with NFU and in October 2016, he asked it to add... (3 pages)View decision -
Decision Reference DRN2698173
15 Feb 2018 Advantage Finance Ltd UpheldBanking and creditMr W complains that a car he financed through a hire purchase agreement with Advantage Finance Ltd was not of satisfactory quality and was not as advertised. He wants to be allowed to reject the vehicle.backgroundI issued my provisional decision earlier this month. I explai... (3 pages)View decision -
Decision Reference DRN9939998
9 Jul 2018 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMr H primarily complains about the response he’s received from Aviva Life & Pensions UK Limited, in relation to his request about the charges he’s paid on his investments since inception.To put things right Mr H would like Aviva to comply with all its regulat... (3 pages)View decision