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 DRN8324708
13 Feb 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained that Acromas Insurance Company Limited has refused to pay a claim he made on his motor breakdown insurance policy. All references to Acromas include its agents. backgroundI issued a provisional decision on this complaint earlier this month. An extra... (4 pages)View decision -
Decision Reference DRN-5644986
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5644986 The complaint Miss W complains about delays in U K Insurance Limited (‘UKI’) dealing with a claim made on her car insurance policy. What happened Miss W was involved in an accident with a foreign lorry in September 2022. So, she contacted UKI to make a claim. Following the... (5 pages)View decision -
Decision Reference DRN-5433507
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5433507 The complaint Mr W complains about how his insurer, U K Insurance Limited (UKI) valued his vehicle as a total loss following a collision. Any reference to UKI in this decision includes their agents. What happened In June 2024 Mr W’s vehicle, being driven by his wife, was h... (6 pages)View decision -
Decision Reference DRN-4809335
6 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4809335 The complaint K, a limited company, complains that Barclays Bank UK PLC didn’t provide it with sufficient help in switching its account. What happened K had asked a different financial business (which I’ll anonymise here as the ‘new bank’) to switch its account from Barclays. T... (2 pages)View decision -
Decision Reference DRN-5790067
1 Sep 2025 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-5790067 The complaint Mrs S complains that Quilter Life & Pensions Limited (“Quilter”) failed to complete the transfer of her pension savings to another provider in a timely manner. What happened Mrs S has been assisted in making this complaint, and her dealings with Quilter, by... (4 pages)View decision -
Decision Reference DRN-5353698
21 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5353698 The complaint Miss C has complained about a transfer of her Scottish Widows Limited (‘Scottish Widows’) personal pensions to an occupational scheme in 2012. Miss C says Scottish Widows failed in its responsibilities when dealing with the transfer request. She says that it sh... (4 pages)View decision -
Decision Reference DRN-2642815
27 May 2021 Soteria Insurance Limited Not upheldInsuranceDRN-2642815 The complaint Mr B complains that Soteria Insurance Limited, (“Soteria”) voided his motor insurance policy and refused to pay his claim. What happened Mr B took out his motor insurance policy with Soteria through a price comparison website in August 2017 and renewed this in Aug... (4 pages)View decision -
Decision Reference DRN8324311
29 Feb 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr R, a director of company S, has complained about Be Wiser Insurance Services Ltd’s decision to cancel S’s motor insurance policy.backgroundThe background is set out in more detail in a provisional decision that I sent to the parties earlier this month. And I’ve atta... (5 pages)View decision -
Decision Reference DRN-3345678
20 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3345678 The complaint Mrs K complains that HSBC UK Bank Plc’s failure to respond to her contact attempts in relation to her mortgage application caused her to miss a deadline and to incur legal costs. What happened Mr and Mrs K visited a branch of HSBC in February 2020 to enquire about... (4 pages)View decision -
Decision Reference DRN-3753754
16 Dec 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3753754 The complaint Miss W complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMW) misrepresented the car they supplied her with. What happened In October 2021 Miss W acquired a used car through a hire purchase agreement with BMW. Shortly after ... (4 pages)View decision