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 392389 results
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Decision Reference DRN-5783766
17 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5783766 The complaint Mr T complains about the way INTACT INSURANCE UK LIMITED (trading as RSA) handled his claim under his home contents insurance policy. In particular, he is unhappy that they cancelled his policy. What happened The details of what happened are well known to both ... (3 pages)View decision -
Decision Reference DRN-5695546
17 Sep 2025 Liverpool Victoria Life Company Limited UpheldInsuranceDRN-5695546 The complaint Miss B and Mr L have complained that Liverpool Victoria Life Company Limited (“LV”) declined Miss B’s critical illness claim. What happened The background to this complaint is well known to the parties. In summary Miss B and Mr L took out a combined life and cr... (3 pages)View decision -
Decision Reference DRN-5663654
17 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5663654 The complaint The estate of Mrs C complains about the service they received from Hargreaves Lansdown Asset Management Limited (‘HL’) following her death. In addition, they went on to say that HL failed to put them in an informed position when they asked HL to transfer the ad... (4 pages)View decision -
Decision Reference DRN-5554105
17 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5554105 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a hire purcha... (4 pages)View decision -
Decision Reference DRN-5723602
17 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5723602 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money didn’t set up an ISA for him as had been agreed when he went into branch. What happened Mr R and his wife arranged a face-to-face meeting with a Virgin Money advisor in March 2024. They wanted to talk a... (2 pages)View decision -
Decision Reference DRN-5723621
17 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5723621 The complaint Ms R complains Clydesdale Bank Plc trading as Virgin Money didn’t set up an ISA for her as had been agreed when she went into branch. What happened Ms R and her husband arranged a face-to-face meeting with a Virgin Money advisor in March 2024. They wanted to ta... (2 pages)View decision -
Decision Reference DRN-5611039
17 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5611039 The complaint Mr K complains about how Advantage Insurance Company Limited settled a claim on his car insurance policy. Throughout the claim and complaint process, Mr K has had a representative helping him. In this decision, any reference to Mr K includes the actions and com... (3 pages)View decision -
Decision Reference DRN-5767427
17 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5767427 The complaint Mr C complains that a car that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr C under a hire purchase agreement with CA Auto Finance that he electro... (4 pages)View decision -
Decision Reference DRN-5824646
17 Sep 2025 Equifax Limited Not upheldConsumer CreditDRN-5824646 The complaint Mrs F complains Equifax Limited incorrectly reported a County Court Judgement (CCJ) on her credit file that didn’t belong to her. And displayed incorrect information about her electoral roll and address. What happened Around October 2024 Mrs F was declined a re... (4 pages)View decision -
Decision Reference DRN-5681015
17 Sep 2025 Allianz Insurance Plc UpheldInsuranceDRN-5681015 The complaint Mr W has complained about Allianz Insurance Plc. He is unhappy with the increased premium for his two pet insurance policies. What happened Mr W previously took out pet insurance with Allianz for his two pet dogs. In 2024, Mr W was sent a renewal invitation w... (4 pages)View decision