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-4318922
25 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4318922 The complaint Mr D complains about American International Group UK Limited (AIG) who declined his claim under his gadget insurance policy. What happened Mr D had cover for two devices with AIG. During the registration process Mr D said that AIG automatically classed one of his ... (4 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 DRN3944292
2 Sep 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr C has complained that Hastings Insurance Services Limited, a broker, didn’t update hiscar insurance policy with his new car details and this led to a claim he made being declinedby the insurer.backgroundMr C bought a car insurance policy through Hastings. In February 2019 he called to t... (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-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 DRN1452561
20 Dec 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (‘RSA’) arranged repairs on his vehicle that were substandard, along with causing undue delay when deciding the liability of a claim he made on his motor insurance policy. backgroundOn 17 August 2018, Mr B was involved in a collisi... (5 pages)View decision -
Decision Reference DRN-5219324
18 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5219324 The complaint Mr A complains about the default that BMW Financial Services (GB) Limited, trading as BMW Financial Services, has recorded on his credit file relating to a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decis... (4 pages)View decision -
Decision Reference DRN2535390
6 Aug 2018 Chubb European Group plc Not upheldInsurance (excluding PPI)Mr H has complained that Chubb European Group (CEG) plc’s decision to reject his theft claim is unfair. Mr H made a claim under his car insurance policy when his car was stolen.Mr H’s representative is assisting him in his complaint.backgroundMr H bought a car insur... (2 pages)View decision -
Decision Reference DRN-4719090
3 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4719090 The complaint Mr D complains that his carer, Miss X, as an authorised card holder, was unable to use his credit card for online purchases on two occasions. What happened Mr D held a credit card account with MBNA and another with Halifax Bank. They are part of the same banking g... (2 pages)View decision -
Decision Reference DRN-3434193
19 May 2022 Equifax Limited UpheldConsumer CreditDRN-3434193 The complaint Mr W is unhappy about Equifax Limited reporting his personal information on his brother’s credit report. Mr W is represented in his complaint by a firm of solicitors. What happened In mid-2021, Mr W became aware that his data had mistakenly appeared on his brother... (2 pages)View decision