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 634 results
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Decision Reference DRN6514636
13 Apr 2017 The Student Support Centre Limited UpheldBanking and creditMr S complains that The Student Support Centre Limited (SSC) mis-sold educational materials and support services for his two children, and a loan to finance these which was unaffordable. He is represented in bringing this complaint by his daughter, Mrs L.backgroundMr ... (4 pages)View decision -
Decision Reference DRN-4953098
18 Nov 2024 Allianz Insurance Plc UpheldInsuranceDRN-4953098 The complaint Mr and Mrs B complain about the way Allianz Insurance Plc handled a claim for subsidence under a buildings insurance policy. What happened The background to this longstanding claim and subsequent complaint is well-known to all parties, so I won’t repeat it agai... (3 pages)View decision -
Decision Reference DRN-3497684
18 Oct 2022 GE Money Consumer Lending Limited Not upheldConsumer CreditDRN-3497684 The complaint Mr H and Miss P complain that GE Money Consumer Lending Limited has rejected the claims that they’ve made under the Consumer Credit Act 1974. Mr H and Miss P are being helped with their complaint by a claim management company. What happened Mr H and Miss P entered... (5 pages)View decision -
Decision Reference DRN6921126
16 Nov 2015 NRAM plc Not upheldBanking and creditMs M complains that NRAM Plc (“NRAM”) acted on an instruction from her solicitor withouther consent. She says NRAM’s customer service was poor.background Ms M owns a property in Scotland mortgaged with NRAM. In June 2012 she tried to sell itand engaged a solicitor to ... (4 pages)View decision -
Decision Reference DRN6314915
23 Mar 2016 Legal and General Assurance Society Limited UpheldInvestment and pensions1 complaintMrs G’s complaint is about her personal pension plan and the advice she was given by Legal & General Assurance Society Limited (‘Legal & General’) to contract-out of the State Earnings Related Pension Scheme (‘SERPS’). In particular, she has concerns ... (6 pages)View decision -
Decision Reference DRN-3821946
5 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3821946 The complaint Mr F and Mrs B complain that Shawbrook Bank Limited won’t refund to them the money that they paid for some holiday club membership points rights. They’re being represented in this complaint by a claims management company. What happened Mr F and Mrs B had bought 7,... (6 pages)View decision -
Decision Reference DRN-5207289
22 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5207289 The complaint Mr B complains that Advantage Insurance Company Limited settled his motorcycle theft claim on a proportional basis. What happened Mr B took out an insurance policy with Advantage to insure his motorcycle in September 2023. In March 2024, his motorcycle was unf... (5 pages)View decision -
Decision Reference DRN-5142463
18 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5142463 The complaint Mr T complains that Lloyds Bank PLC (‘Lloyds’) didn’t protect him when he says he was a victim of an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-3718570
20 Jul 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3718570 The complaint Mrs A complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a cla... (6 pages)View decision -
Decision Reference DRN-2539880
7 May 2021 Aviva Health UK Limited UpheldInsuranceDRN-2539880 The complaint Mr D complains that Aviva Health UK Limited has unfairly classified his condition as chronic. What happened Both parties are aware of the background to this complaint, so I have only provided a brief summary of what happened below. Mr D had access to group private... (4 pages)View decision
