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 4755 results
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Decision Reference DRN-2338989
12 Nov 2020 Gefion Insurance A/S Not upheldInsuranceDRN-2338989 The complaint Mr B complains that Gefion Insurance A/S incorrectly settled a third party claim on his car insurance policy, without his knowledge. What happened In June 2019 Mr B contacted Gefion about renewing his car insurance with it. He’d been driving a year and had bought ... (6 pages)View decision -
Decision Reference DRN-3691063
13 Sep 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3691063 The complaint Mr S complains about Clydesdale Bank Plc trading as Virgin Money’s (“Virgin Money”) decision to refuse him the refund he has requested. What happened Mr S is represented by a relative, but I’ll refer to everything that’s been said on his behalf as if Mr S had said... (7 pages)View decision -
Decision Reference DRN7623696
25 May 2021 Integrity Asset Management Limited UpheldInvestment and pensionsMr T complains Integrity Asset Management Limited (IAM) failed to transfer his deferred benefits from his occupational pension scheme into a Self-Invested Personal Pension (SIPP) which caused him a financial loss. background In 2016 Mr T consulted an advisor from Integrity Asset Management... (8 pages)View decision -
Decision Reference DRN-5818950
16 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5818950 The complaint Mr P has complained about the quality of a car provided on finance by MotoNovo Finance Limited. What happened MotoNovo supplied Mr P with a used car on a hire purchase agreement in December 2022. The cash price of the car was around £11,000 and it had covered ... (7 pages)View decision -
Decision Reference DRN-5158837
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5158837 The complaint Mr M has complained about a transfer of his personal pensions with ReAssure Limited (ReAssure) to a small self-administered scheme (SSAS) in June 2015. Mr M’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now appears to have lit... (16 pages)View decision -
Decision Reference DRN-5137350
15 Nov 2024 The Equine and Livestock Insurance Company Limited Not upheldInsuranceDRN-5137350 The complaint Mr M has complained that The Equine and Livestock Insurance Company Limited, trading as The Insurance Emporium (‘Emporium’) declined his claim for the theft of a caravan under his caravan insurance policy. For the avoidance of doubt, reference to submissions by... (11 pages)View decision -
Decision Reference DRN-4755067
31 Jul 2024 The Mortgage Business Plc Not upheldMortgagesDRN-4755067 The complaint Mr C complains about his buy to let mortgage with The Mortgage Business Plc (TMB). He complains about the amount he owes now the mortgage has come to an end, and says that TMB shouldn’t have allowed the balance to escalate, but should have stepped in sooner. Wh... (11 pages)View decision -
Decision Reference DRN-2713590
25 Mar 2021 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-2713590 The complaint Mrs K complains that a car she obtained through a fixed sum loan agreement with Hitachi Capital (UK) Plc was not of satisfactory quality and was misrepresented to her. The complaint is brought on her behalf by her son, who I will call Mr S. What happened The backg... (4 pages)View decision -
Decision Reference DRN-3735660
14 Dec 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3735660 The complaint Mr P complains about how Markerstudy Insurance Company Limited (MICL) handled his motor insurance claim. What happened In July 2021 Mr P was involved in a road traffic accident, he said when he considered the possibility that there could be 50/50 liability he made... (4 pages)View decision -
Decision Reference DRN8826746
10 Feb 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr A complains that Allianz Insurance Plc mishandled his claim on a motor insurance policy.background Mr A and a third party were involved in an accident. Allianz arranged to repair Mr A’s car. But he complained about delays. He also complained about the quality ... (4 pages)View decision