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 DRN1792231
29 Jan 2021 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr S complains that Caledonian Consumer Finance Limited won’t refund to him the money that he’s paid under a fixed sum loan agreement for an electrician’s training course. He also complains that the loan was unaffordable for him. background The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN1080366
15 Aug 2014 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr J complains that Automobile Association Insurance Services Limited (“AA”) mis-sold him legal expenses insurance. backgroundMr J was sold a contents insurance policy by AA in 1996; the policy included legal expenses insurance. The policy renewed for a number of years until 2006, when Mr ... (2 pages)View decision -
Decision Reference DRN-5908735
27 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5908735 The complaint Mr H has complained to Aviva Life & Pensions UK Limited that it took too long to transfer his late wife’s pension plans to a new income drawdown plan and that he’s lost out on investment growth as a result. What happened Mr H’s late wife had four pension pl... (11 pages)View decision -
Decision Reference DRN-2711073
22 Mar 2022 Mattioli Woods PLC Not upheldPensions and AnnuitiesDRN-2711073 The complaint Mr H complains about the way Mattioli Woods PLC (MW) has administered his Self-Invested Personal Pension (SIPP). What happened In 2012, Mr H’s occupational pension was transferred into an ‘Essential SIPP’ which was operated by Stadia Trustees Limited (STL). The fu... (7 pages)View decision -
Decision Reference DRN7649985
16 Apr 2015 Europa Group Limited Not upheldInsurance (excluding PPI)Mr N complains that Europa Group Limited (trading as Motorcycle Direct) (MCD) cancelled his motor insurance policy without notification. He wants it to apologise, reinstate his policy and return a debit it took from his bank account. backgroundMr N took out a policy for... (2 pages)View decision -
Decision Reference DRN1378483
21 May 2015 National Westminster Bank Plc Not upheldBanking and creditMs C has complained that National Westminster Bank Plc (NatWest) mis-sold an Advantage Gold packaged bank account to her in 2002. She paid a monthly fee for the account which offered several benefits in return.Ms C has used a claims management company (CMC) to brin... (2 pages)View decision -
Decision Reference DRN5205452
17 Jul 2017 Bank of Scotland Plc Not upheldBanking and creditMr R has complained that Bank of Scotland plc trading as Halifax (“Halifax”) mis-sold him an Ultimate Reward Current Account (“URCA”) in January 2013.backgroundOne of our adjudicators has looked into Mr R’s complaint already. He didn’t think Halifax had mis-sold the pac... (2 pages)View decision -
Decision Reference DRN8320834
28 Sep 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mr M and Miss M are complaining U K Insurance Limited (UKI) changed the wrong car on their car insurance policies which meant Miss M was stopped for driving without insurance.backgroundMr M and Miss M had two car insurance policies through UKI to insure two differe... (2 pages)View decision -
Decision Reference DRN-4036177
5 May 2023 U K Insurance Limited Not upheldInsuranceDRN-4036177 The complaint Mr I complains that UK Insurance Limited (“UKI”) declined a claim under his motor insurance policy. What happened Mr I had a motor insurance policy with UKI covering his car. In June 2022, Mr I’s car was stolen, and he made a claim. UKI declined his claim because ... (3 pages)View decision -
Decision Reference DRN9400061
8 May 2017 Mulsanne Insurance Company Limited Not upheldInsurance (excluding PPI)Ms B is unhappy Mulsanne Insurance Company Limited has unfairly refused to deal with her claim under her motor insurance policy.backgroundMs B took out a policy with Mulsanne in February 2016. In May 2016, Ms B’s car was involved in an accident. It had later been r... (2 pages)View decision