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 4323 results
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Decision Reference DRN-5354728
12 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5354728 The complaint Mrs P complains about issues she’s encountered with correspondence from Nationwide Building Society (Nationwide) since registering her Power of Attorney document. What happened Mrs P was a customer of Nationwide. Mrs P named Mrs S her attorney within her Powe... (4 pages)View decision -
Decision Reference DRN1508961
27 Jan 2016 Lloyds Bank PLC Not upheldBanking and creditM, a partnership, complains loans it was given by Bank of Scotland plc were mis-sold. It also complains about the way the bank handled the recovery of its debt.backgroundThe background to M’s complaint is set out in the provisional decision issued on 18 November 20... (4 pages)View decision -
Decision Reference DRN-4751262
28 Jan 2025 Renault Retail Group UK Limited Not upheldConsumer CreditDRN-4751262 The complaint Mrs T complains that Renault Retail Group UK Limited (“Renault”) added charges for unwanted extras to her car hire purchase agreement. When I refer to what Mrs T has said and what Renault has said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN8553608
20 Apr 2020 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs B complain that Inter Partner Assistance SA (“IPA”) hasn’t acted fairly or reasonably when dealing with their claim under a legal expenses insurance policy. They want matters put right.backgroundMr and Mrs B had a legal expenses insurance policy with IPA. They were sued by a len... (4 pages)View decision -
Decision Reference DRN-4874220
26 Nov 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4874220 The complaint Ms H complains about the length of time it took Hargreaves Lansdown Asset Management Limited to transfer her stocks and shares ISA to a different firm. What happened Ms H requested a transfer of her stocks and shares ISA in December 2022 from HL to a different ... (4 pages)View decision -
Decision Reference DRN-5448621
3 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5448621 The complaint Ms A and Mr C complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker with a powerful engine ... (5 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN4168216
9 Nov 2020 The Royal Bank of Scotland Plc UpheldBanking and creditComplaint Mr H and Mrs H have complained that The Royal Bank of Scotland Plc mis sold a business loan and gave poor financial advice. Background Mr H and Mrs H run a farming business. At the relevant time, they were trading as the WAJH partnership. In 2013, an opportunity arose to buy a pl... (4 pages)View decision -
Decision Reference DRN-4292989
14 Aug 2023 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4292989 The complaint This complaint’s about an equity release lifetime mortgage that Mrs O took out in October 2013 with Aviva Life & Pensions UK Limited, on the advice of a third party advisor. There are various aspects to the complaint; these include the sale of the mortgage in ... (4 pages)View decision -
Decision Reference DRN-2556618
10 Jun 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2556618 The complaint Mr A claims that Automobile Association Insurance Services Limited (the “AA”) unfairly cancelled his motor insurance and then failed to automatically renew it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision