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 4245 results
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Decision Reference DRN-4137994
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4137994 The complaint Mr B complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) delayed the transfer of his pension to another provider and he suffered financial loss as a result. He also complains about administration delays and errors. What ... (7 pages)View decision -
Decision Reference DRN-3536525
21 Sep 2022 One Insurance Limited UpheldInsuranceDRN-3536525 The complaint Mrs H complains that One Insurance Limited (One) refused to pay a claim on her motor insurance because it said she had given incorrect information when taking out the policy. What happened Mrs H had motor insurance with One which she had taken out online. Her car ... (3 pages)View decision -
Decision Reference DRN-3169703
16 Mar 2022 Gaudi Regulated Services Limited UpheldPensions and AnnuitiesDRN-3169703 The complaint Mr W has complained that Gaudi Regulated Services Limited (GRSL) allowed the transfer of his Self-Invested Personal Pension (SIPP) when it shouldn’t have done. He’s said GRSL didn’t carry out the required due diligence and as a result transferred his pension to a ... (10 pages)View decision -
Decision Reference DRN1120411
25 Apr 2014 Santander UK Plc Not upheldBanking and creditMr and Mrs R complain that, when they ended their mortgage with Santander UK plc, they were charged a mortgage administration fee by Santander and a further fee by their solicitor.backgroundMr and Mrs R had a mortgage with Santander. At the end of the loan, they were required by th... (3 pages)View decision -
Decision Reference DRN4786490
1 Jun 2018 Hiscox Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T trading as P has complained that Hiscox Insurance Company Limited (Hiscox) refused to pay out on a claim he made on his camera insurance policy. background I issued a provisional decision on this complaint in January this year. An extract follows:“Mr T took out a ... (5 pages)View decision -
Decision Reference DRN-4492347
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4492347 The complaint Mr B has complained about the way Covea Insurance plc has dealt with an alleged claim against his motor policy as this has increased his premium substantially. What happened Mr B was offered a three-year fixed motor premium by a well-known insurance intermediary. ... (5 pages)View decision -
Decision Reference DRN-4138002
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4138002 The complaint Ms M complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) delayed the transfer of her pension to another provider and she suffered financial loss as a result. She also complains about administration delays and errors. Wha... (8 pages)View decision -
Decision Reference DRN8115040
3 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMiss S has complained that Barclays Bank Plc (“Barclays”) mis-sold her an Additions Plus packaged bank account in 2009 and a ‘Tech Pack’ bundle in 2013. backgroundOne of our adjudicators has looked into Miss S’ complaint already. And our adjudicator didn’t think tha... (4 pages)View decision -
Decision Reference DRN-2673489
17 Mar 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2673489 The complaint Mr S is unhappy that Metro Bank PLC didn’t do more to prevent him falling victim to a scam. What happened Mr S was looking to purchase a new car and came across one he was interested in advertised online via a website. After speaking with the seller through email ... (5 pages)View decision -
Decision Reference DRN-5413865
20 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5413865 The complaint Mr W complains Volkswagen Financial Services (UK) Limited trading as Seat Financial (VWFS) unfairly terminated his car finance agreement. He also complains they didn’t support him during his time of financial difficulty What happened In May 2021, Mr W entered i... (5 pages)View decision
