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-4634255
3 Apr 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4634255 The complaint Mrs B complains that Acromas Insurance Company Limited is responsible for mishandling a motor insurance policy. What happened Mrs B had a vehicle with a “53” registration plate. She had it insured on a policy with an insurer other than Acromas for the year from mi... (3 pages)View decision -
Decision Reference DRN3205006
9 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to him in 2011. Mr P has said that he was told he had to take out the Platinum account in order to get an overdraft. Mr P is also unhappy that there were difficulties aroun... (2 pages)View decision -
Decision Reference DRN-4258701
25 Oct 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4258701 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (5 pages)View decision -
Decision Reference DRN-5901721
7 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5901721 The complaint Mr S has complained that Aviva Insurance Limited unreasonably refused to deal with his theft claim under his motor policy, along with renewing his policy automatically after he requested his policy should not be automatically renewed. Mr S has also complained t... (4 pages)View decision -
Decision Reference DRN-3417945
12 Sep 2022 Westfield Contributory Health Scheme Not upheldInsuranceDRN-3417945 The complaint Mr K complains about how Westfield Contributory Health Scheme dealt with his private health insurance claim. What happened Mr K has a private health insurance cash back plan insured by Westfield. On or about 1 June 2021 Mr K saw a doctor abroad who sent him a repo... (4 pages)View decision -
Decision Reference DRN-5385209
29 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5385209 The complaint Mr A held 708 Polymetal Plc shares in Freetrade Limited’s (‘Freetrade’) nominee account. After the shares were delisted from the London Stock Exchange (‘LSE’) Mr A complained that Freetrade didn’t advise on a process to transfer the shares or what options were ... (5 pages)View decision -
Decision Reference DRN9559912
13 Dec 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D has complained that Calpe Insurance Company Limited unfairly cancelled his car insurance policy and looked to recover third party claim costs from him. backgroundMr D bought a car insurance policy with Calpe. In March 2018 Calpe received a claim from a third party’s representative (TP... (5 pages)View decision -
Decision Reference DRN8636750
31 Oct 2014 Letchworth Autoway Centre Limited UpheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance (“PPI”) policy, sold alongside a hire purchase agreement in 2007. Mr C says that Letchworth Autoway Centre Limited (“Letchworth”) mis-sold the policy.backgroundThe background to this complaint is set out in my provis... (5 pages)View decision -
Decision Reference DRN-3147509
7 Nov 2021 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-3147509 The complaint Mr M complains on behalf of “R”, a limited company, that Allied World Assurance Company (Europe) dac (“Allied World”) unfairly voided and terminated R’s buildings insurance policy. What happened R is a company which was formed by the leaseholders of a residential... (4 pages)View decision -
Decision Reference DRN-3741297
23 May 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-3741297 The complaint Mrs G complains that Quilter Life & Pensions Limited caused delays when she was transferring her personal pension to it, and she lost out because the funds were invested at a later date than they should have been. What happened Mrs G’s complaint was considered... (6 pages)View decision