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 366763 results
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Decision Reference DRN-5540367
7 May 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5540367 The complaint Mr M’s complaint is about the due diligence checks Westerby Trustee Services Limited (‘Westerby’) carried out in relation to his self-invested personal pension (‘SIPP’). What happened Mr M says he was introduced to an independent financial adviser (‘IFA’) I’ll... (27 pages)View decision -
Decision Reference DRN-5516193
7 May 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5516193 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I described what had hap... (5 pages)View decision -
Decision Reference DRN-5521187
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5521187 The complaint Mr S complains Barclays Bank UK Plc acted unfairly by declining a payment he made using his debit card, after requesting a replacement card. What happened In December 2024 Mr S contacted Barclays to request a replacement debit card. Barclays confirmed it shoul... (2 pages)View decision -
Decision Reference DRN-5460819
7 May 2025 Motors Insurance Company Limited Not upheldInsuranceDRN-5460819 The complaint Mr G complains that Motors Insurance Company Limited (MIC) unfairly settled a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened Mr G acquired a car (the car) in June 2022 for around £54,451.00 (the purchase price). Around th... (3 pages)View decision -
Decision Reference DRN-5537774
7 May 2025 CMME Mortgages And Protection Limited UpheldInsuranceDRN-5537774 The complaint Miss L complains that CMME MORTGAGES AND PROTECTION LIMITED trading as CMME mis-sold her income protection policy. What happened CMME accepts it mis-sold a policy to Miss L in September 2022. It sold her an income protection policy with a 52 week deferred peri... (3 pages)View decision -
Decision Reference DRN-5404941
7 May 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5404941 The complaint Mr D’s complaint is about the settlement offered and the handling of a claim under his mobile phone insurance with Assurant General Insurance Limited. What happened Mr D contacted Assurant in July 2024, as his phone was damaged. The phone was deemed to be beyon... (3 pages)View decision -
Decision Reference DRN-5502388
7 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5502388 The complaint Mr and Mrs W complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims on its behalf. What happened Mr and Mrs W were insured under a ‘gold’ ... (3 pages)View decision -
Decision Reference DRN-5306165
7 May 2025 Aviva Life Services UK Limited Not upheldMortgagesDRN-5306165 The complaint Mr C and Mrs F complain that Aviva Life Services UK Limited mis-sold them a lifetime mortgage in 2003. What happened Mrs F’s son, who holds power of attorney for Mrs F, is representing Mr C and Mrs F in this complaint. In November 2003, Mr C and Mrs F met with... (4 pages)View decision -
Decision Reference DRN-5491217
7 May 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5491217 The complaint This complaint is brought by Mr F in his capacity as a director of a limited company I will call I Ltd. Mr F says that, during the course of a re-mortgage application, the service I Ltd received from Atom Bank PLC was unacceptable. Specifically, Mr F has compla... (5 pages)View decision -
Decision Reference DRN-5485828
7 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5485828 The complaint Mr R complains that Creation Consumer Finance Limited has reported adverse information to the credit reference agencies about a hire purchase agreement that he voluntarily terminated. What happened A used car was supplied to Mr R under a hire purchase agreement... (3 pages)View decision
