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-2437551
30 Dec 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2437551 The complaint Mr and Mrs C complain that Barclays Bank UK PLC failed to respond to their letters about the registration of a Lasting Power of Attorney (LPA) and gave them incorrect information about accepting certified LPA copies. What happened Mr C says he wrote to Barclays as... (2 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 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 -
Decision Reference DRN-4977948
28 Aug 2024 One Insurance Limited UpheldInsuranceDRN-4977948 The complaint Mrs B has complained about the way a claim made against her car insurance policy was handled by One Insurance Limited. What happened In July 2022, the named driver under Mrs B’s policy made a claim for an incident involving a third party driver who they said w... (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 DRN-5682984
12 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5682984 The complaint Mr G has complained that his former motor insurer, Aviva Insurance Limited (‘Aviva’), recorded incorrect information about his vehicle on his motor insurance policy and he feels this made it invalid. What happened Mr G had a motor insurance policy with Aviva s... (3 pages)View decision -
Decision Reference DRN6154155
2 Jul 2018 Virgin Money plc UpheldBanking and creditMiss R and Miss P complain that Virgin Money plc didn’t deal with their mortgage application fairly or reasonably. They want compensation and Virgin to change its processes.backgroundMiss R and Miss P applied for a mortgage to Virgin in order to buy a property. Th... (2 pages)View decision -
Decision Reference DRN-3418479
16 May 2022 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-3418479 The complaint Mr P complains that Berkshire Hathaway International Insurance Limited (BHIIL) declined a claim under his motor insurance policy, and complaints about the standard of service he received. Mr P is represented by his father, also Mr P. For clarity I will refer to th... (4 pages)View decision -
Decision Reference DRN4213686
20 Nov 2015 Barclays Bank Plc UpheldBanking and creditMr M complains that Barclays Bank Plc took advantage of him and encouraged him to take a loan he could not afford. backgroundMr M took a loan of £15,000 from Barclays. He says that the loan offer was automatically applied to his account by Barclays, without any prior... (3 pages)View decision -
Decision Reference DRN-6016557
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6016557 The complaint Mr K has complained about the way his motor insurer, Aviva Insurance Limited trading as Quotemehappy.com (‘Aviva’), has been progressing a claim he made on his policy after a third party reversed into his vehicle. What happened In December 2024, Mr K was invol... (3 pages)View decision