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 4569 results
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Decision Reference DRN-2169392
6 Jan 2021 One Insurance Limited UpheldInsuranceDRN-2169392 The complaint Mr S complained about the way One Insurance Limited dealt with a claim he made under his car insurance policy. All reference to One Insurance in my decision includes its agents. What happened Mr S reported flood damage to his car to his insurer, One Insurance in F... (3 pages)View decision -
Decision Reference DRN2211269
27 Mar 2020 Santander UK Plc Not upheldBanking and creditMr P has complained that Santander UK Plc won’t add his requested power of attorney, Mr W, onto his accounts without Mr W providing Santander some personal information.backgroundIn January 2019 Mr P went into a Santander branch with Mr W to add him onto their records as Mr P’s representati... (3 pages)View decision -
Decision Reference DRN-3461099
28 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3461099 The complaint Mr W has complained about a transfer of his Scottish Widows Limited (“SWL”) personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed in ... (5 pages)View decision -
Decision Reference DRN-5128043
6 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128043 The complaint Mr R, who is a director of K, complains on their behalf that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they say was lost as the result of a scam. What happened Mr R says he saw an advertisement for an investment with a company I’ll refer to as B, and at... (6 pages)View decision -
Decision Reference DRN0076257
11 Feb 2020 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Calpe Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and charged him for another driver’s costs following a collision.background Mr A was involved in an accident with another driver. He made a claim, but Calpe then found that h... (3 pages)View decision -
Decision Reference DRN8743404
8 May 2019 Omni Capital Retail Finance Limited Not upheldBanking and creditMr R complains that Omni Capital Retail Finance Limited (“Omni”) have refused to allow him to cancel a finance agreement for his daughters training, despite the request being made within the relevant cooling off period.He also complains that: they failed to make rea... (3 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN-5137024
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137024 The complaint Mr D complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following a collision. Any reference to Admiral in this decision includes their agents. This decision covers Mr D’s complaint brought to t... (5 pages)View decision -
Decision Reference DRN-3980989
13 Mar 2023 Extracover Limited Not upheldInsuranceDRN-3980989 The complaint Mr J has complained that Extracover Limited refused to provide motor insurance for him. He bought a flexible car hire and reward policy for courier drivers. What happened Mr J bought a commercial vehicle policy with Extracover. Extracover provide cover for up to 3... (2 pages)View decision -
Decision Reference DRN-3691014
14 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3691014 The complaint Mr P has complained that ITI Capital Limited (‘ITI’) won’t provide him with a share certificate for a company in liquidation in which he is a shareholder. What happened In July 2020 Mr P’s two accounts, which he held with a previous firm that had gone into adminis... (3 pages)View decision
