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-5726601
20 Aug 2025 Idealing.com Limited UpheldPensions and AnnuitiesDRN-5726601 The complaint Mrs G is the member and beneficiary of a Guernsey-based Qualifying Recognised Overseas Pension Scheme (QROPS) with Bourse Pension Trustees Limited, which contained an iDealing.com Limited (“iDealing”) share account. She raises two main heads of complaint: 1. De... (20 pages)View decision -
Decision Reference DRN8297922
7 Jun 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Miss S complains that when she made a claim on her motor insurance policy, U K Insurance Limited (“UKI”) provided her with poor service.backgroundMiss S’s car was damaged in a non-fault accident in mid-December 2017. UKI initially contacted the wrong third party insurer.... (2 pages)View decision -
Decision Reference DRN-3842386
8 Dec 2022 BISL Limited Not upheldInsuranceDRN-3842386 The complaint Miss R complains about the way BISL Limited handled a vehicle change on her motor insurance policy which she says left her driving uninsured. What happened The background to the complaint is well-known to all parties so I won’t repeat it here. In my decision I’ll ... (2 pages)View decision -
Decision Reference DRN-5679672
15 Sep 2025 Newline Insurance Company Limited Not upheldInsuranceDRN-5679672 The complaint Mr N complains that Newline Insurance Company Limited declined a claim on a car hire insurance policy. Newline used a third-party company to handle Mr N’s claim and most of his correspondence has been with this company rather than directly with Newline. For the av... (2 pages)View decision -
Decision Reference DRN-1431963
30 Jul 2020 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-1431963 The complaintU is a limited company and complains that WorldPay (UK) Limited (WorldPay) closed its account and withdrew services after it was dissolved due to an administrative error. U also complains that WorldPay declined its application for a new account. What happenedU was... (2 pages)View decision -
Decision Reference DRN1017400
29 Jan 2015 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms B complains that Aviva Insurance Limited misled her into thinking that, after her car was damaged in an accident, the only outlay she would have would be the £150 excess on her motor insurance policy. backgroundMs B’s left her car parked near her workplace when another car hit it. A ... (2 pages)View decision -
Decision Reference DRN-3577352
19 Jul 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3577352 The complaint Mr W complains that Lloyds Bank PLC (“Lloyds”) set up the “Save the Change” service on his account without his knowledge and that payments have been made to a third party for an extended period of time. What happened Mr W discovered that a Save the Change service ... (2 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision -
Decision Reference DRN8046496
11 Feb 2016 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc unfairly registered a default on his bank account.backgroundIn September 2014 the overdraft on Mr H’s account was removed as Mr H had failed to make credits to his account despite warning letters. Mr H complains that despite makin... (2 pages)View decision -
Decision Reference DRN1058764
11 Sep 2019 TTR PT Limited Not upheldBanking and creditMr D complains that he hasn’t received the support he should have on the training course he paid for through a fixed sum loan agreement with TTR PT Limited. backgroundMr D entered into a loan agreement with TTR PT in May 2017 to pay for a training course. He says that when he signed up for... (2 pages)View decision
