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 4563 results
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Decision Reference DRN6320711
6 Jan 2016 Perspective Financial Management Limited UpheldInvestment and pensionsMrs B’s complaint is about advice given by Chambers & Co (Chelmsford) Ltd, an appointed representative of Perspective Financial Management Limited (Perspective). Mrs B says she was advised to invest some of her pension in funds which were unsuitable and which exposed... (7 pages)View decision -
Decision Reference DRN-2475366
5 Nov 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-2475366 The complaint Mr M complains that Admiral Insurance Company Limited didn’t pay him enough for his stolen (and recovered) van when he made a claim on his motor insurance policy. What happened Mr M was offered £1,500 by Admiral after an independent engineer decided the van should... (3 pages)View decision -
Decision Reference DRN-5406422
30 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5406422 The complaint Mr O has complained that Haven Insurance Company Limited cancelled his motor insurance policy and refused to pay his claim. He’s also unhappy with the service it provided and delays in returning his car. What happened Mr O took out a motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN1904417
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs M complain that Lloyds Bank PLC acted unfairly and unreasonably by losing the land certificate for their property and how it’s dealt with them. They want the land certificate found and compensation.backgroundMr and Mrs M borrowed money from Lloyds to buy their property in 1987, ... (3 pages)View decision -
Decision Reference DRN7836784
2 Feb 2021 Lex Autolease Limited UpheldBanking and creditComplaint Mr S complains that the vehicle he leased under a hire agreement with Lex Autolease Ltd had numerous faults which meant he needed to return it to the dealer on several occasions. He says this should have been taken into account and offset against the end of lease excess mileage c... (3 pages)View decision -
Decision Reference DRN9509848
1 Jun 2017 Secure Trust Bank Plc UpheldBanking and creditMr O complains that the car he acquired through a hire purchase agreement (HPA) with Secure Trust Bank Plc (the business) was not of satisfactory quality.backgroundMr O entered into a HPA to acquire a used car. At the time of acquisition the car had been driven 94,000 ... (3 pages)View decision -
Decision Reference DRN-4245217
11 Aug 2023 One Insurance Limited Not upheldInsuranceDRN-4245217 The complaint Miss C complains that following the theft of her car One Insurance Limited (One Insurance) declined her claim and avoided (treated it as though it never existed) her motor insurance policy. What happened Miss C’s car was stolen in July 2022. She reported it to One... (3 pages)View decision -
Decision Reference DRN-3739154
18 Nov 2022 Pepper (UK) Limited Not upheldMortgagesDRN-3739154 The complaint Mr N has said that Pepper (UK) Limited trading as Engage Credit is the assignee of an unregistered security, which was unlawfully transferred from another lender. He said that the debt is uncollectable, and the charge should be removed from the title. Mr N has bee... (3 pages)View decision -
Decision Reference DRN6700163
30 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMrs N complains that Bank of Scotland trading as Halifax (“Halifax”) allowed withdrawals from a savings account she held jointly with her late father-in-law without her authorisation, when both their signatures should have been required.Mrs N’s solicitor brings the complaint on her beh... (3 pages)View decision -
Decision Reference DRN3761355
30 Jul 2020 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr N has complained about Markerstudy Insurance Company Limited’s handling of his car insurance policy.Reference to Markerstudy includes their agents.backgroundMr N’s car was insured with Markerstudy. As a result of an incident on 15 December 2018, Mr N’s car suffered water damage. He took... (3 pages)View decision
