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 4310 results
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Decision Reference DRN-3706235
11 Oct 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3706235 The complaint Mr S complains that Embark Investment Services Limited (“Embark”) failed to transfer his self-invested personal pension (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this complaint in August 2022. In that decisio... (4 pages)View decision -
Decision Reference DRN-5210114
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210114 The complaint O – a limited company – complains about the way that HSBC UK Bank Plc handled an application for a commercial mortgage. What happened O applied for a commercial mortgage with HSBC. O complains about how HSBC handled that application: There were many issues wi... (5 pages)View decision -
Decision Reference DRN0687192
4 Aug 2017 BMW Financial Services (GB) Limited Not upheldBanking and creditMr H complains that BMW Financial Services (GB) Limited made a mistake in the mileage allowance in the finance agreement he entered into. He also disputes the charges applied since he tried to terminate the agreement.backgroundMr H says when he entered into an agreeme... (5 pages)View decision -
Decision Reference DRN-4659155
11 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4659155 The complaint The Estate of Mr H (The Estate) complains about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim for the loss of its vehicle under a motor insurance policy. Any reference to LV in this decision includes their agents. This complaint was firs... (5 pages)View decision -
Decision Reference DRN6130878
7 May 2020 Curtis Banks Limited Not upheldInvestment and pensionsMr W, Mr M and Mr B agreed to jointly purchase a commercial property using their individual self-invested personal pension (SIPP) schemes. Curtis Banks Limited (“Curtis Banks”) was the operator of their SIPPs and the administrator for HMRC purposes. Mr W, Mr M and Mr B complain about the l... (6 pages)View decision -
Decision Reference DRN-4560412
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4560412 The complaint Mr O has complained that Advantage Insurance Company Limited undervalued his car when he made a claim under his motor policy following the theft of his car. He also complained that Advantage made him forward documents to it more than once throughout his claim. Wha... (4 pages)View decision -
Decision Reference DRN7410127
30 Oct 2015 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B’s complaint is about the handling of his legal expenses insurance claim byDAS Legal Expenses Insurance Company Limited.backgroundI issued a provisional decision on this matter in October 2015, part of which is copied below:“Mr B owns a garage specialising in high ... (5 pages)View decision -
Decision Reference DRN-4274665
1 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4274665 The complaint Mr R complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car, first registered in early 2014. Mr R acquired it in 2017 ... (6 pages)View decision -
Decision Reference DRN4822488
26 Sep 2017 Saga Services Limited Not upheldInsurance (excluding PPI)Mr B has complained that Saga Services Limited didn’t give him enough time to reply to it and he found their letters threatening. Mr B bought a car insurance policy with Saga.backgroundMr B bought a car insurance policy with Saga. It asked him to provide proof of... (2 pages)View decision -
Decision Reference DRN4871646
30 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMrs K says Lloyds Bank PLC mis-sold her a Silver packaged bank account.BackgroundMrs K’s account history is as follows: February 2008: opened as a fee-free account, May 2009: changed to a Silver account, July 2018: changed to a fee-free account. Our adjudicator assessed the com... (2 pages)View decision
