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 367296 results
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Decision Reference DRN-5566688
23 May 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5566688 The complaint Mr B complains that First Central Insurance Management Limited mis-sold a hire car policy to him. Mr B says that First Central told him that in the event of a claim it would provide him with a like-for-like hire car but it didn't do that when required. Wha... (2 pages)View decision -
Decision Reference DRN-5397846
23 May 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5397846 The complaint Mr G complains that Automobile Association Insurance Services Limited (“AAIS”) renewed his roadside assistance policy even though it wouldn’t cover his commercial vehicles. What happened Mr G has roadside assistance cover with AAIS and has done so ... (4 pages)View decision -
Decision Reference DRN-5234703
23 May 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5234703 The complaint V, a limited company, complains about what Hiscox Insurance Company Limited did after it made a claim on its business insurance policy. V is represented by its director, Mr U. What happened In February 2024 V suffered a flood at its business premises causing da... (4 pages)View decision -
Decision Reference DRN-5519359
23 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5519359 The complaint Mr R complains Advantage Insurance Company Limited (Advantage) provided him with incorrect information about how his no claims discount would be impacted by a claim made under his motor insurance policy. He also complains about the way his claim was handled. Wh... (2 pages)View decision -
Decision Reference DRN-5382337
23 May 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5382337 The complaint Mrs R says Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) conducted inadequate affordability checks before it lent to her. What happened Mrs R took out a personal loan from MCB through a credit intermediary for £6,000 over 36 months in ... (5 pages)View decision -
Decision Reference DRN-5121711
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5121711 The complaint Ms M complains that Nationwide Building Society (“Nationwide”) won’t refund the money she lost when she fell victim to an investment scam. What happened Ms M came across an investment opportunity with a company I will refer to as “B” in 2013. Interested, Ms M r... (5 pages)View decision -
Decision Reference DRN-5317136
23 May 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5317136 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) entered into a Conditional Sale Agreement with him without carrying out sufficient affordability checks. What happened In September 2015, BPF entered into a c... (4 pages)View decision -
Decision Reference DRN-5471367
23 May 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5471367 The complaint Mrs W complains about the quality of a car supplied to her by Oodle Financial Services Limited (“Oodle”). Mrs W has been represented by her partner throughout her complaint. For clarity, I’ve only referred to Mrs W in this decision. What happened Mrs W acquired... (4 pages)View decision -
Decision Reference DRN-5380396
23 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5380396 The complaint Mr W has complained about the way in which Phoenix Life Limited trading as Standard Life dealt with a transfer of his pension benefits into a personal pension plan. What happened Mr W decided to transfer pension benefits he held within an occupational pension ... (5 pages)View decision -
Decision Reference DRN-5563273
23 May 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5563273 The complaint Mr H complains that Ageas Insurance Limited (“Ageas”) wouldn’t pay a claim under his car insurance policy because it said he hadn’t complied with its telematics requirements. Parts of Mr H’s claim and complaint have involved one of his family members, but for e... (3 pages)View decision
