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 4361 results
-
Decision Reference DRN-3939656
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3939656 The complaint Mr F has complained about his car insurer Admiral Insurance (Gibraltar) Limited because he was stopped by police who said he didn’t have insurance and when he called Admiral from the side of the road it initially found his cover but then said it was for a differen... (2 pages)View decision -
Decision Reference DRN-2588839
3 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2588839 The complaint Mr P complains that a Bank of Scotland Plc error resulted in him not having access to his online business banking and subsequently suffering a loss of income. What happened Upon securing a COVID bounce-back loan from Bank of Scotland, Mr P says that he was going ... (3 pages)View decision -
Decision Reference DRN-5580615
28 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580615 The complaint Mrs F complains about how Aviva Insurance Limited handled, settled and recorded a claim made on her motor insurance policy. She wants it to change its systems and to amend how the claim is recorded. Mrs F is represented in this matter by Mr F. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4603835
10 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4603835 The complaint Mrs H complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car or sports utility vehicle, with a diesel engine and first registered in 2013. Mrs ... (3 pages)View decision -
Decision Reference DRN-5535682
12 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5535682 The complaint Mr A is unhappy with his commercial vehicle insurer Haven Insurance Company Limited because it logged a claim against him even though he told it he was not involved. What happened Mr A received contact from Haven in January 2024 asking him for details about an... (3 pages)View decision -
Decision Reference DRN-4054197
29 Jun 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4054197 The complaint Mr L complains about the assistance he received from TransUnion International UK Limited with regards to fraudulent entries and CIFAS loadings on his report. Mr L is also unhappy with the time it took to add a notice of correction (NOC), and the password being vis... (3 pages)View decision -
Decision Reference DRN-4996936
7 Sep 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4996936 The complaint Mr T complains Yorkshire Building Society (“YBS”): - discriminated against him and failed to make reasonable adjustments as required by the Equality Act 2010 due to his disability - has failed to communicate effectively when it stopped sending monthly statemen... (14 pages)View decision -
Decision Reference DRN-4887037
6 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4887037 The complaint Mr P complains that Ageas Insurance Limited (‘Ageas’) mishandled his claim on a motor insurance policy. What happened Mr P lives on an island that is a Crown Dependency. The subject matter of the claim and the complaint is a sporty diesel hatchback made by a ... (3 pages)View decision -
Decision Reference DRN4632350
13 May 2015 First Data Europe Limited Not upheldBanking and creditMs S complains that First Data Europe Limited unfairly closed her facility and registered adverse information about her.background Ms S opened a merchant services facility through First Data, so that she could accept card payments from customers of her business. First Da... (2 pages)View decision -
Decision Reference DRN1177930
27 Nov 2017 Metropolitan International Schools Limited Not upheldBanking and creditMr W complains that Metropolitan International Schools Limited (“MISL”) misled him into signing-up to a course on the basis he would receive £3,000 funding.backgroundIn October 2016 a course advisor visited Mr W at home and he enrolled on a course, which cost about £7,00... (3 pages)View decision
