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-3229904
25 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3229904 The complaint Mr R complains that Ageas Insurance Limited hasn’t validated a claim he made on his policy for lost keys. What happened Mr R contacted Ageas in July 2021 after he says he lost three car keys for different cars. Because Mr R had contacted Ageas out of hours, it was... (3 pages)View decision -
Decision Reference DRN-3862908
26 Jan 2023 Borderway Finance Limited UpheldConsumer CreditDRN-3862908 The complaint Mrs S complains about a used car she acquired through a hire purchase agreement with Borderway Finance Limited. Very shortly after acquiring the car Mrs S reported a problem with the dynamic anti roll bar, requiring its replacement. Mrs S is unhappy that this will... (5 pages)View decision -
Decision Reference DRN2179705
4 Nov 2015 Clydesdale Bank Plc Not upheldBanking and creditG complains Clydesdale Bank Plc mis-sold it a tailored business loan because it didn’t want to fix the interest rate and didn’t understand the terms and conditions. It says the agreement kept being amended when it wanted to borrow money and it lost out as a result.La... (5 pages)View decision -
Decision Reference DRN-3108051
23 Nov 2021 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-3108051 The complaint Mr T complains that a training course that he paid for using a fixed sum loan agreement with Carnegie Consumer Finance Limited was mis-sold to him. He’s being helped with his complaint by a representative. What happened Mr T entered into a fixed sum loan agreement... (4 pages)View decision -
Decision Reference DRN-5821930
18 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5821930 The complaint Mr I complains that Aviva Insurance Limited declined his mobile phone claim under his ‘Tech Pack’ insurance and about its service. My references to Aviva include its agents. What happened Mr I took out a ‘Tech Pack’ policy through his bank account in Decemeber ... (7 pages)View decision -
Decision Reference DRN-5530976
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5530976 The complaint Mr H has complained about the poor service he received from Admiral Insurance Company (Gibraltar) Limited when he made a claim under his car insurance policy. What happened Mr H was involved in an incident and his car was damaged. He made a claim to his insurer... (3 pages)View decision -
Decision Reference DRN-3792151
10 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3792151 The complaint Mr B complains that Standard Life Savings Limited delayed a request to transfer his pension fund to another provider. What happened Mr B had a Self Invested Personal Pension (SIPP) with Standard Life. He says it took Standard Life 70 days to transfer his SIPP to a... (6 pages)View decision -
Decision Reference DRN1891115
24 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMiss J and Mr K complain that Bank of Scotland plc (t/a Birmingham Midshires – ‘BM’) is trying to pursue them for mortgage arrears at a time when it had no security over their property.our initial conclusionsOur adjudicator didn’t recommend the complaint should succeed. He conclud... (2 pages)View decision -
Decision Reference DRN3949742
9 Oct 2017 Santander Consumer (UK) Plc Not upheldBanking and creditMr K complains that Santander Consumer (UK) plc gave him wrong information about registration details of his vehicle. As a result he was put to inconvenience in trying to correct the matter.backgroundMr K tells us he purchased a vehicle a couple of years ago on a co... (2 pages)View decision -
Decision Reference DRN1667943
18 May 2016 Active Securities Limited UpheldBanking and creditMr D complains that Active Securities Limited (trading as 24/7 Moneybox) gave him loans he couldn’t afford. background Mr D says that 24/7 Moneybox gave him a number of loans which struggled to repay. Mr D eventually entered into a repayment plan with 24/7 Moneybox... (2 pages)View decision