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 4790 results
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Decision Reference DRN0992877
24 Oct 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr O has complained that Hastings Insurance Services Limited unfairly cancelled his car insurance policy. backgroundMr O bought a car insurance policy through Hastings Insurance Services (Hastings) in January 2018. It acted as the agent for the insurer of Mr O’s poli... (3 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN8993724
19 Dec 2019 The Share Centre Limited Not upheldInvestment and pensionsMr L complains on behalf of his company about an administrative error by The Share Centre Limited which he says has caused financial loss.backgroundMr L held shares in an overseas company, having originally invested £29,977. The Share Centre contacted Mr L to explain that if he wanted to r... (4 pages)View decision -
Decision Reference DRN-3274192
8 Feb 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3274192 The complaint Miss M has complained through a representative that she wasn’t provided with a hard copy of the policy document for the breakdown policy Hastings Insurance Services Limited arranged for her. I’ll refer to Miss M’s representative as Mr S. What happened Miss M took ... (3 pages)View decision -
Decision Reference DRN-2834579
28 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2834579 The complaint Mr P complains that Sainsbury’s Bank Plc failed to send him account statements which resulted in a default being unfairly registered on his credit file. What happened Mr P says he didn’t receive regular credit card account statements from Sainsbury’s and as a resu... (3 pages)View decision -
Decision Reference DRN-4082104
24 Apr 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4082104 The complaint Mr J complains that Quilter Life & Pensions Limited (Quilter) failed to follow his instructions to make a transfer of his pension policy. What happened Mr J said he contacted Quilter in February 2021 to request a transfer to a new provider. He didn’t hear anyt... (7 pages)View decision -
Decision Reference DRN-4815264
9 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4815264 The complaint Mr T complains that Hargreaves Lansdown Asset Management trading as Hargreaves Lansdown (HL) requested unnecessary personal information, gave misleading information, and threatened and implemented blocks on his accounts. He says this caused him inconvenience an... (8 pages)View decision -
Decision Reference DRN-5049505
22 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5049505 The complaint Ms B complains about Advantage Insurance Company Limited’s handling of her car insurance claim. What happened Advantage has been represented by its agents during the claim. All references to Advantage include its agents. Ms B took out a car insurance policy in ... (4 pages)View decision -
Decision Reference DRN-3252542
27 Jan 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3252542 The complaint Mr R complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr R is represented by a cl... (6 pages)View decision -
Decision Reference DRN9235570
23 Aug 2018 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Tradewise Insurance Company Limited (“Tradewise”) won’t pay a claim he made under his motor insurance policy after the van he had insured was stolen.backgroundI issued a provisional decision on this complaint on 16 July 2018, a copy of which is att... (6 pages)View decision