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 DRN-3304728
21 Sep 2022 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-3304728 The complaint Mr G is represented. He says Suffolk Life Pensions Limited (trading as Curtis Bank (‘CB’)) delayed the transfer of his Self-Invested Personal Pension (‘SIPP’) to Aviva, following his transfer instruction in late February 2020. He seeks compensation for financial l... (10 pages)View decision -
Decision Reference DRN7432132
5 Apr 2016 TSB Bank plc UpheldBanking and creditMr M complains that TSB Bank plc unfairly pursued him in relation to an account opened in his name through identity theft.background Mr M received communications from TSB and from a collections agent acting on its behalf, in relation to a debt on an account opened in his... (2 pages)View decision -
Decision Reference DRN-3280643
31 Jan 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3280643 The complaint Mr I complains that Bank of Scotland plc trading as Halifax unfairly closed his loan account and registered a default on his credit file. What happened Mr I says Halifax closed his bank account in early 2020 as a result of another bank closing his account with it.... (2 pages)View decision -
Decision Reference DRN-5834577
29 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5834577 The complaint Mrs D and Mr D complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled their motor insurance policy. What happened From February 2022, Mr D on behalf of Mrs D insured an electric car with Admiral. She was the policyholder, and he was a named... (3 pages)View decision -
Decision Reference DRN8909157
5 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs N complains HSBC UK Bank Plc trading as first direct (“first direct”) are incorrectly chasing her for repayment of monies and have placed a default marker on her credit report. Mrs N is assisted in bringing her complaint by her husband Mr N.backgroundMrs N came ... (2 pages)View decision -
Decision Reference DRN2184097
15 Apr 2020 FirstRand Bank Limited UpheldBanking and creditMr S complains about the amount that he’s been charged by FirstRand Bank Limited, trading as MotoNovo Finance, for an incomplete service history on a car that he returned when he voluntarily terminated his hire purchase agreement.backgroundA used car was supplied to Mr S under a hire purch... (2 pages)View decision -
Decision Reference DRN3439897
24 Jul 2019 esure Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained that esure Insurance Limited took too long to deal with a claim he made under his car insurance policy.backgroundMr S bought a car insurance policy with esure. In July 2017 he reported an incident where he said he was hit in the rear by another driver. Mr S gave esure t... (2 pages)View decision -
Decision Reference DRN-1868221
11 Jun 2020 Admiral Insurance Company Limited UpheldInsuranceThe complaint Mr G’s car was stolen, and he claimed on his motor insurance policy with Admiral Insurance Company Limited. He’s unhappy with the amount Admiral paid him for the value of his car. What happened Mr G’s car was stolen in January 2020 and never recovered. He claimed against his ... (3 pages)View decision -
Decision Reference DRN7203120
17 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited following a claim under his home emergency insurance.background Mr S originally had a Homecare 200 policy with British Gas. In 2014 Mr S contacted British Gas in order to upgrade his policy to a... (2 pages)View decision -
Decision Reference DRN-3566373
6 Oct 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3566373 The complaint Miss S complains that she was mis-sold a Select Added Value Account (AVA) in April 2006 and a Premier Added Value Account (PRAVA) in January 2009 by Lloyds Bank PLC (Lloyds). What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision