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 4196 results
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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-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-1205872
13 Feb 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1205872The complaintMr R complains HSBC Bank UK Plc caused him to lose access to his mobile banking application. What happenedMr R has accounts with HSBC. He uses its mobile banking application. In September 2019 he found he couldn’t access it. He contacted HSBC to ask it fix the probl... (1 page)View decision -
Decision Reference DRN-2819276
16 Jul 2021 Stewart Title Limited Not upheldInsuranceDRN-2819276 The complaint Mr and Mrs H’s complaint is about the refusal of a claim under a ‘limited or no title guarantee’ indemnity policy with Stewart Title Limited (“STL”). What happened Mr and Mrs H bought a property in January 2019. The property was not sold with full title guarantee,... (5 pages)View decision -
Decision Reference DRN9804110
9 Aug 2013 HSBC Bank plc Not upheldBanking and creditMrs T, who is represented by one of the attorneys she has appointed to act on her behalf, complains that HSBC Bank Plc (HSBC) has frozen her account. background Mrs T signed an enduring power of attorney appointing two of her daughters to act jointly and severally on her behalf. The ... (1 page)View decision -
Decision Reference DRN-2788296
4 May 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2788296 The complaint Mr T complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to process an instruction to transfer his pension savings to another provider in a timely manner. As a result he says that the value of his pension savings fell and so he has suffered... (5 pages)View decision -
Decision Reference DRN3504139
15 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMrs S complains that Lloyds Bank plc unfairly closed her account and made a registration with a fraud prevention database, following a fraudulent payment being received into her account.backgroundMrs S had a current account with Lloyds. An international electronic transfer... (3 pages)View decision -
Decision Reference DRN-4285348
6 Mar 2024 Cofunds Limited Not upheldInvestmentsDRN-4285348 The complaint Mr G has complained that Cofunds Limited, trading as Aegon (‘Cofunds’), delayed the transfer of his ISA account to another platform. What happened In November 2022 Mr G requested the transfer of his ISA account from Cofunds to another platform provider. Upon compl... (6 pages)View decision -
Decision Reference DRN-3414466
5 Apr 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3414466 The complaint Ms S complains PSA Finance UK Limited (PSA) provided her with a car that she believes wasn’t of satisfactory quality. She also complains the car was damaged while being repaired. What happened In January 2020, Ms S entered into a 48 month ... (6 pages)View decision -
Decision Reference DRN-5277540
20 Mar 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5277540 The complaint Mr L complains Adrian Flux Insurance Group Services mis-sold him a motorbike insurance policy. What happened In August 2022 Adrian Flux sold Mr L a three-month motorbike insurance policy - provided by an insurer I’ll call ‘Insurer A’. The bike was registered i... (7 pages)View decision
