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 DRN-4705104
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4705104 The complaint Miss N complains Barclays Bank UK PLC (Barclays) has registered a fraud marker against her on the national fraud database (CIFAS). She would like it to be removed. What happened In September 2022, Barclays received a report from another bank that a payment of almo... (7 pages)View decision -
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 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 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-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-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