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 4395 results
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Decision Reference DRN-1081199
26 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1081199The complaintMrs V is unhappy Aviva Insurance Limited’s handling of her motor insurance claim. What happenedMrs V is represented in this complaint by her husband, Mr V. Mr V is also the owner of the vehicle insured by the policy in question and was a named driver on the policy. ... (5 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN-4455998
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4455998 The complaint Ms T complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into her self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN-3491866
7 Jun 2022 Standard Life Assurance Limited Not upheldInvestmentsDRN-3491866 The complaint Mr P complains that Standard Life Assurance Limited won’t consider a claim under a term assurance policy he held with his late wife. What happened Mr and Mrs P met with an independent financial adviser (‘IFA’) in 1999 and agreed to take out the Standard Life polic... (4 pages)View decision -
Decision Reference DRN-4066423
5 Apr 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4066423 The complaint Mr C complains that Lloyds Bank PLC unfairly closed his accounts and recalled a Bounce Back Loan facility. What happened Mr C opened a Lloyds business account for his sole trader business in June 2020. He successfully applied to the bank for a £50,000 Bounce Back ... (5 pages)View decision -
Decision Reference DRN9851200
23 Jan 2018 Arnold Clark Automobiles Limited Not upheldBanking and creditMrs M has complained that Arnold Clark Automobiles Limited (Arnold Clark) mis-sold her a personal loan.backgroundMrs M and her daughter (A) went to Arnold Clark in order to get a car on finance. Mrs M says she was under the impression that she was only going to b... (4 pages)View decision -
Decision Reference DRN-4424710
30 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4424710 The complaint Miss A complains about how West Bay Insurance Plc (“West Bay”) handled a claim under her car insurance policy. When I mention West Bay I also mean its suppliers and inspection services. What happened Miss A had a motor insurance policy with West Bay covering her c... (5 pages)View decision -
Decision Reference DRN-4750901
30 Apr 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4750901 The complaint Miss G complains that she was mis-sold a timeshare product and the loan used to pay for it. The loan was provided by First Holiday Finance Ltd, which I’ll refer to as “FHF”. Miss G has been represented in bringing this complaint by a claims management business, so... (4 pages)View decision -
Decision Reference DRN-5160728
6 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5160728 Complaint Mr K is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr K learned about an investment opportunity with a company known as Buy2Let Cars. It was promoting a scheme under which investors provided ... (5 pages)View decision -
Decision Reference DRN4045006
20 Sep 2019 TSB Bank plc Not upheldBanking and creditMr M complains that TSB Bank plc (TSB) won’t refund disputed cash withdrawals made from his account. Mr M says that fraudulent withdrawals totalling £12,450 were made from his TSB account between 2 October 2017 and 3 October 2017. On 24 September 2017, Mr M contacted TSB to request a new c... (5 pages)View decision
