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 1466 results
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Decision Reference DRN5896283
9 Aug 2021 HSBC UK Bank Plc Not upheldBanking and creditMr M has complained HSBC UK Bank plc won’t pay for the costs associated with a breach of contract by the company that carried out their building survey. Mr M has made this claim under section 75 of the Consumer Credit Act 1974 as he paid for the survey with his HSBC credit card. background... (10 pages)View decision -
Decision Reference DRN2756710
4 Dec 2020 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr P has complained that Admiral Insurance Company Limited unfairly turned down his motor insurance claim and then disposed of his car without his permission. background Mr P was involved in an accident after overtaking another vehicle. He said the road was wet and the back end slid as he ... (8 pages)View decision -
Decision Reference DRN-4423316
3 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4423316 The complaint Mr and Mrs C have complained about the handling of a home emergency and buildings insurance claim under their home insurance policy with Liverpool Victoria Insurance Company Limited (“LV”). What happened On 22 November 2022, Mr and Mrs C returned from holiday to f... (11 pages)View decision -
Decision Reference DRN-5907781
12 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5907781 The complaint Mrs P’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-4953848
16 Aug 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4953848 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-4565216
17 Jan 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4565216 The complaint Mr T complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (43 pages)View decision -
Decision Reference DRN-5956744
9 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5956744 The complaint Mr K’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credi... (13 pages)View decision -
Decision Reference DRN-4399381
30 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4399381 The complaint Mr G complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (42 pages)View decision -
Decision Reference DRN-4239777
25 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4239777 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-4062446
17 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4062446 The complaint Mr W complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (42 pages)View decision