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 4282 results
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Decision Reference DRN-4100290
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4100290 The complaint A company that I’ll refer to as R has complained about Aviva Insurance Limited’s decision to turn down its claim following the theft of an insured vehicle under its Mini Fleet insurance policy, on the basis it did not have an insurable interest in it. R is represe... (3 pages)View decision -
Decision Reference DRN-5051375
23 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5051375 The complaint Miss R complains about the quality of a car supplied to her by Close Brothers Limited (“Close Brothers”). What happened Miss R entered into a conditional sale agreement with Close Brothers in January 2022 for a used car. The car was around five years old and ha... (4 pages)View decision -
Decision Reference DRN-5228548
27 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5228548 The complaint Mr I complains that Equifax Limited failed to tell him what information was requested when businesses carried out identification and authentication checks. What happened Mr I has told us that in August 2024 he applied for savings accounts with various businesse... (2 pages)View decision -
Decision Reference DRN4582219
15 Mar 2019 MBNA Limited Not upheldBanking and creditMs C’s unhappy that MBNA Limited registered a default on her credit file in 2013.backgroundMs C says she entered a debt repayment scheme on 12 June 2012 which included her MBNA credit card. She says the default should’ve been registered on her credit file by it... (2 pages)View decision -
Decision Reference DRN0062853
26 Sep 2013 HSBC Bank plc Not upheldBanking and creditMs L complains that HSBC Bank plc gave her son, Mr L, an overdraft facility on his current account without first assessing whether he was able to repay the outstanding balance.background Mr L had a current account with HSBC. He was unemployed and in receipt of Jobseekers Allowance. He ... (2 pages)View decision -
Decision Reference DRN9027695
28 May 2019 Motors Insurance Company Limited Not upheldInsurance (excluding PPI)Miss M complains about the amount she received following a claim against her asset protection insurance policy with Motors Insurance Company Limited. Car Care Plan Limited administers the policy. backgroundIn August 2018, Miss M was involved in an accident that wasn’t... (3 pages)View decision -
Decision Reference DRN2162730
28 Apr 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr W and Ms B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to withdraw an important aspect of the Family SunTrust that they had set up.BackgroundThe Family SunTrust Scheme was a self-investe... (7 pages)View decision -
Decision Reference DRN-2861719
17 Jun 2021 Automobile Association Insurance Services Limited UpheldInsuranceDRN-2861719 The complaint Miss P complains that Automobile Association Insurance Services Limited (“AAIS”) declined her claim on her roadside assistance – parts and garages policy. What happened Miss P had a roadside assistance policy, that included a parts and garages extension. This was ... (3 pages)View decision -
Decision Reference DRN-3641156
26 Aug 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3641156 The complaint Mrs T complains about a default registered (against her) by MotoNovo Finance Limited (“MotoNovo”) with one or more third party credit reference agencies. What happened In November 2014 Mrs T entered into a hire purchase agreement (“agreement”) with MotoNovo for a ... (3 pages)View decision -
Decision Reference DRN6950404
10 Feb 2016 Hargreaves Lansdown Asset Management Limited UpheldInvestment and pensionsMr M complains about delays caused by Hargreaves Lansdown Asset Management Limited’s for the transfer of his two ISA accounts.backgroundMr M requested a transfer of his ISA account from Hargreaves Lansdown to another provider. He says he returned the payment options ... (2 pages)View decision
