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 DRN5190261
30 Jan 2015 Wayside Group Limited Not upheldInsurance (excluding PPI)Mr L has complained about the sale by Wayside Group Limited (“Wayside”) of a Guaranteed Asset Protection (GAP) insurance policy, saying the salesman failed to inform him that the policy did not cover the car’s full invoice price.backgroundMr L purchased a new car from Wayside and also pa... (2 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 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-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 DRN1029633
24 Feb 2016 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold a Select Silver packaged account to her in 2011. Mrs A paid a monthly fee for the account which offered several benefits in return.Mrs A has brought this complaint with the help of a Claims M... (2 pages)View decision -
Decision Reference DRN-3593944
25 Jul 2022 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-3593944 The complaint M, a small business, complains that Berkshire Hathaway International Insurance Ltd declined its claim on its commercial motor insurance policy and about the length of time it took to validate its claim. The complaint is brought on M’s behalf by Mr M, it’s owner. W... (2 pages)View decision -
Decision Reference DRN1856007
23 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland Plc (“BoS”) is acting unfairly and unreasonably when setting conditions on its release of the deeds of his property. He wants matters put right.backgroundMr S had an interest only mortgage with BoS, which ended in October 2017 wi... (2 pages)View decision -
Decision Reference DRN-4003915
10 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4003915 The complaint Mr S complains that Haven Insurance Company Limited declined to pay his claim on his motor insurance policy after his car was stolen. He wants Haven to pay for the loss of his car. What happened Mr S took out a motor insurance policy with Haven through an online c... (2 pages)View decision -
Decision Reference DRN3632122
9 May 2013 Barclays Bank Plc Not upheldBanking and creditsummary of complaintMs D complains that Barclays made mistakes in administering her loan.She complains that it registered inaccurate information about late loan repayments on her credit file. She says that as a result she has had to pay more for her finance than she should have. She wa... (3 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