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 369227 results
-
Decision Reference DRN-4842532
14 Mar 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4842532 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with Creation Consumer Finance Ltd (‘Creation’). Miss T says that the car she has acquired was faulty and she should be allowed to reject it. She also says trying to... (9 pages)View decision -
Decision Reference DRN-5369339
14 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5369339 Complaint Miss V has complained about personal loans which she says Lloyds Bank PLC (“Lloyds”) unfairly provided to her. She says the loans were unaffordable and so shouldn’t have been provided. Background Lloyds provided Miss V with a total of four unsecured personal loans... (7 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision -
Decision Reference DRN-5082880
13 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5082880 The complaint Mrs M complains that Aviva Life and Pensions UK Limited (‘Aviva’) failed to inform her of when the with profits bonus rates were being reviewed on her pension plan. She says that Aviva’s failure to advise her when the review was undertaken meant that she wasn’t... (4 pages)View decision -
Decision Reference DRN-5367450
13 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5367450 The complaint Mr B complains about Haven Insurance Company Limited (“Haven”)’s handling of his motor insurance claim. All references to Haven also include its appointed agents. What happened Mr B made a claim in February 2024 on his commercial motor policy following a third-... (2 pages)View decision -
Decision Reference DRN-5366109
13 Mar 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5366109 The complaint Mr H has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pensions to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in 2016. Mr... (10 pages)View decision -
Decision Reference DRN-4961084
13 Mar 2025 IG Markets Limited UpheldInvestmentsDRN-4961084 The complaint Ms S complains that IG Markets Limited (‘IG’) has failed to provide appropriate information about her shareholding, notably in relation to a corporate action for a particular position, which she has been left unable to close. Ms S submits that IG’s actions have... (6 pages)View decision -
Decision Reference DRN-5353919
13 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5353919 The complaint Mr and Mrs S are unhappy with the poor customer service they received from Great Lakes Insurance UK Limited (“Great Lakes”) when the renewal of their home insurance policy was due. What happened Before renewing their policy, Mr and Mrs S tried updating Great La... (2 pages)View decision -
Decision Reference DRN-5296759
13 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5296759 The complaint Mr S’ complaint about Bank of Scotland plc trading as Birmingham Midshires (BOS) relates to arrears which arose on his mortgage account, the reporting of those arrears to credit reference agencies (CRAs) and his attempts, from October 2022, to get BOS to allow ... (3 pages)View decision -
Decision Reference DRN-5355680
13 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5355680 The complaint Mr R has complained about the way in which UK Insurance Limited (‘UKI’) handled his claim for flood damage under his home insurance policy. For the avoidance of doubt, the term ‘UKI’ includes UKI’s agents and contractors for the purposes of this decision. The t... (4 pages)View decision
