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-4119194
7 Jul 2023 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-4119194 The complaint Mr E complains about Trinity Lane Insurance Company Limited’s decision to accept liability following a claim under his motor insurance policy What happened In early September 2021 Mr E said he received police notification about an accident that happened on 21 Augu... (3 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 DRN0337507
3 Jun 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMiss F complains about a car she financed with a hire purchase agreement from Volkswagen Financial Services (UK) Limited (‘VWFS’).backgroundMiss F says she has had lots of problems with the car since financing it in May 2015. In particular with creaking and wind nois... (3 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-5832693
2 Oct 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5832693 The complaint Mr M complains about the actions of Hyundai Capital UK Limited, trading as Hyundai Finance, following its acceptance of his rejection of a car that had been supplied to him under a conditional sale agreement. What happened A new car was supplied to Mr M in Augu... (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-2804903
2 Jun 2021 Financial Administration Services Limited Not upheldInvestmentsDRN-2804903 The complaint Mrs J complained about Financial Administration Services Limited’s (trading as Fidelity) actions in transferring in her ISA investments from another provider. What happened Mrs J believes it didn’t handle this process fairly or correctly and that it withheld infor... (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-2582024
22 Mar 2021 Santander UK Plc Not upheldMortgagesDRN-2582024 The complaint Mr and Mrs D have complained about a mortgage they held with Santander UK Plc. Their complaint can be broken down into four broad areas: Their title deeds. The lack of correspondence when they repaid the mortgage. The delay in receiving back the overpayment the... (4 pages)View decision