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-5472947
12 Jun 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5472947 The complaint Mr M has complained about the way Propensio Finance Limited “Propensio” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M bought a heat pump heating system (the system) for his home in January 2024 from a su... (4 pages)View decision -
Decision Reference DRN-2699451
25 May 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2699451 The complaint Mr B complains about his insurer, Aviva Insurance Limited (‘Aviva’) for his motor insurance policy. In referring to Aviva, I include its agents and representatives. Mr B is unhappy that following an accident overseas he was refused entry to the country concerned o... (3 pages)View decision -
Decision Reference DRN-2631497
15 Mar 2021 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-2631497 The complaint Miss B has complained that Accredited Insurance (Europe) Ltd unfairly voided her home insurance policy (treated it as though it had never been in place) and required her to repay the cost of her flood claim. She’s also unhappy with the way the claim was handled. ]... (4 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN-3865681
23 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865681 The complaint Mrs P complains that HSBC UK unfairly handled her claim for a refund of money she paid for a course. What happened Mrs P enrolled on a university course in August 2020, she used her HSBC credit card to make two payments for her tuition fees ... (4 pages)View decision -
Decision Reference DRN6159009
15 Apr 2015 Financial Administration Services Limited UpheldInvestment and pensionsMr and Mrs T have complained about Financial Administration Services Limited (“Fidelity”) because of delays in transferring some of their investments to another investment platform. Because of the delays, the investments were not in place with the new platform in time ... (5 pages)View decision -
Decision Reference DRN6671628
6 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R have complained that Barclays Bank Plc (Barclays) mis-sold two packaged bank accounts to them. They initially had an Additions packaged account they took out at some point between 1996 and 1998. They then upgraded this account to an Additions Plus account ... (4 pages)View decision -
Decision Reference DRN4692320
2 Dec 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a regular (monthly) premium payment protection insurance (PPI) policy taken out in conjunction with a credit card. Mr Y says that Royal Bank of Scotland Plc (RBS) mis-sold the policy.backgroundMr Y applied for an RBS credit card in 1998 and at the same time PPI wa... (4 pages)View decision -
Decision Reference DRN1939862
19 Sep 2016 AXA Insurance UK Plc Not upheldPayment protection insurance (PPI)Mrs H is unhappy with the way AXA Insurance UK Plc (‘AXA’) has handled her two claims under her Payment Protection Insurance (‘PPI’). She’s unhappy with the delay in it paying out her sickness claim and then ending it sooner than she thinks it should have done. A... (3 pages)View decision -
Decision Reference DRN-5124263
6 Feb 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5124263 The complaint Mr H complains about the quality of the car RCI Financial Services trading as Nissan Financial Services supplied him. Mr H says the car isn’t functioning as it should and wants to return the car and end his agreement with RCI. What happened Mr H entered into a... (4 pages)View decision