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 4257 results
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Decision Reference DRN-2651116
25 Mar 2021 Barclays Bank UK PLC Not upheldInvestmentsDRN-2651116 The complaint Mr C complains that Barclays Bank UK PLC failed to provide him with full information when he invested in a corporate bond issue through its nominee service. He says that if he’d been made aware that he’d have no contract with the bond issuer – meaning he couldn’t ... (3 pages)View decision -
Decision Reference DRN5291504
11 Jun 2014 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs Q complain that Ageas Insurance Limited (successor to Groupama InsuranceCompany Limited) declined their claim under a motor insurance policy.backgroundMr and Mrs Q had a four-wheel drive pick-up fitted with bull bars. Mrs Q insured it through abroker acting as agent for Gro... (3 pages)View decision -
Decision Reference DRN-4550018
29 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4550018 The complaint Mr H is unhappy with the service provided by Aviva Insurance Plc (Aviva) following a claim he made on his car insurance policy. What happened Mr H took out a car insurance policy with Aviva in February 2022. The policy booklet explained in the event of a claim Avi... (3 pages)View decision -
Decision Reference DRN-5043741
27 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5043741 The complaint Mr K complains that BMW Financial Services(GB) (t/a ALPHERA Financial Services) (“BMW”) didn’t correctly manage his payments and this adversely affected the settlement of the account. What happened Mr K entered into a hire purchase agreement in April 2019 for a... (3 pages)View decision -
Decision Reference DRN-4386540
4 Jan 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4386540 The complaint Mr A complains that Advantage Insurance Company Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2017. The car passed an MOT test on about 10 November 2022 with ... (3 pages)View decision -
Decision Reference DRN6529737
19 Oct 2015 Intrinsic Mortgage Planning Ltd Not upheldBanking and creditMs F complains that Intrinsic Mortgage Planning Ltd didn’t check it could get her a mortgage later when advising her to take out a bridging loan. She wants compensation and a mortgage offer with a good rate of interest.backgroundMs F was selling two properties. Ms F ... (2 pages)View decision -
Decision Reference DRN4070369
6 Aug 2014 Tesco Personal Finance PLC UpheldBanking and creditMr L complains that Tesco Personal Finance Plc did not deal reasonably with him when he reported an unauthorised payment on his credit card account.backgroundMr L had a credit card account with Tesco, and used his card details to make a hotel booking abroad. The booking was subsequen... (3 pages)View decision -
Decision Reference DRN-4405255
17 Oct 2023 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4405255 The complaint Mr and Mrs N have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr and Mrs N bought a solar panel system (“the system”) for their home in 2017. The purchase was ... (5 pages)View decision -
Decision Reference DRN-5244087
10 Jan 2025 Virgin Money Unit Trust Managers Ltd UpheldPensions and AnnuitiesDRN-5244087 The complaint Miss B says Virgin Money, trading as Virgin Money Unit Trust Managers Ltd (Virgin) was responsible for delaying the transfer of her personal pension to Legal & General (L&G). What happened In cases like this it’s helpful to establish a chronology of eve... (6 pages)View decision -
Decision Reference DRN-3300882
10 Feb 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3300882 The complaint Mr N is unhappy that Wise Payments Limited (“Wise”) won’t refund him money he lost as a result of a fraud. What happened Mr N learned of an investment opportunity after meeting an individual through an online dating website. The individual befriended Mr N over the... (6 pages)View decision
