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 4777 results
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Decision Reference DRN-5380201
26 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5380201 The complaint Mr R complains TSB Bank Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, ... (3 pages)View decision -
Decision Reference DRN0730378
21 Oct 2013 Open University Student Budget Accounts Limited Not upheldBanking and creditMr M’s complaint is that Open University Student Budget Accounts Limited (“OUSBA”) is responsible for a breach of contract by the university in failing to provide him with online access to his course.backgroundIn 2009, Mr M registered for a course with the university funded by a loan ... (3 pages)View decision -
Decision Reference DRN4163363
23 Jun 2017 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy that Ageas Insurance Limited has refused to cover a claim under his legal expenses insurance policy.Ageas appointed claims handlers to deal with the claim on its behalf and all references to Ageas in this decision should be read as including those c... (7 pages)View decision -
Decision Reference DRN-5594557
24 Jun 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5594557 The complaint Mr M complains about delays caused by Options UK Personal Pensions LLP when he asked it to transfer his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr M held a “Smart SIPP.” Options was the administrator of the Scheme. The Scheme T... (10 pages)View decision -
Decision Reference DRN5802989
23 Nov 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Miss H is unhappy Calpe Insurance Company Limited has recorded a claim on her motor insurance policy as being her ‘fault’. She’s also unhappy Calpe is pursuing her for the full cost of the claim as it said she didn’t cooperate with it. backgroundThe terms and condi... (3 pages)View decision -
Decision Reference DRN4095559
16 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)and backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with a store card in May 2007. Mr B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did not conside... (3 pages)View decision -
Decision Reference DRN3609203
12 Dec 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains that Advantage Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and declined his claim for the theft of his bike. He wants it to uphold the policy and pay the claim.backgroundMr S took out his policy online throug... (3 pages)View decision -
Decision Reference DRN0118013
14 May 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr C complains that Lloyds Bank PLC (Lloyds) mis-sold him a payment protection insurance (PPI) policy when he arranged a credit card with Lloyds in December 1998.backgroundBoth parties agree that this sale took place during a branch meeting and that Lloyds recommended the policy to Mr ... (3 pages)View decision -
Decision Reference DRN8871320
12 Feb 2016 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr K has complained about the way International Insurance Company of Hannover SE dealt with a claim it received from a third party under his motor policy.backgroundMr K’s car was reported as being involved in an accident. The other driver and passenger reported the a... (3 pages)View decision -
Decision Reference DRN-3838336
31 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3838336 The complaint Ms K complains that HSBC UK Bank Plc did not do enough to protect her from the financial harm caused by an investment scam company. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of som... (3 pages)View decision