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 DRN7957498
27 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr C’s unhappy that Nationwide Building Society rejected his claim under section 75 Consumer Credit Act 1974 for the refund of a deposit he paid for a car hired abroad. backgroundMr C says he hired a car abroad but wasn’t refunded the deposit by the hirer as pro... (3 pages)View decision -
Decision Reference DRN-3478504
13 May 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3478504 The complaint Mrs B has complained that Tesco Personal Finance Plc (“Tesco Bank”) has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr and Mrs B had an existing membership with C and were invited to Tenerife for a “free holi... (9 pages)View decision -
Decision Reference DRN-4628086
23 Feb 2024 The Energy Saving Trust Limited Not upheldConsumer CreditDRN-4628086 The complaint Mr T has complained about the quality of a car he bought using a fixed sum loan agreement from The Energy Saving Trust Limited (EST). What happened EST provided Mr T with £35,000 credit under a fixed sum loan agreement for him to put towards a new plug-in hybrid c... (10 pages)View decision -
Decision Reference DRN-5184076
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5184076 The complaint Mr and Mrs N have complained that the offer made to them by their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral), for the market value of their cars after they were stolen was too low. They say this also impacted their no claims discount (NCD) ... (7 pages)View decision -
Decision Reference DRN-4309808
21 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4309808 The complaint Mr B complains that Wise Payments Limited, trading as Wise, won’t refund money he lost when he was the victim of a scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’... (6 pages)View decision -
Decision Reference DRN-3997676
31 May 2023 Vitality Health Limited Not upheldInsuranceDRN-3997676 The complaint Ms C complains about the way Vitality Health Limited has handled claims she made under her private medical insurance policy. What happened In July 2020, Ms C took out a private medical insurance policy through Vitality. The policy was underwritten on a moratorium ... (6 pages)View decision -
Decision Reference DRN-5880048
11 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5880048 The complaint Mr G complains that Scottish Equitable plc trading as Aegon delayed his request to transfer his pension to another provider and he’s suffered financial loss as a result. What happened Mr G had a dual personal pension policy with Aegon. The dual policy had two ... (16 pages)View decision -
Decision Reference DRN-3593036
25 Jul 2022 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3593036 The complaint Mr M says that St James's Place UK plc (SJP) was responsible for delays in effecting his disinvestment instructions when he decided to switch his Self-invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Scheme (QROPS). He says t... (6 pages)View decision -
Decision Reference DRN-3654685
30 Aug 2023 The St. David's Partnership UpheldPensions and AnnuitiesDRN-3654685 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. The St. David's Partnership is responsible for answering this complaint and so to keep t... (12 pages)View decision -
Decision Reference DRN1564524
23 Mar 2016 PQR Financial Planning Limited UpheldInvestment and pensionsMr K complains PQR Financial Planning Limited (PQR) failed to advise him to register for ‘enhanced protection’ which would’ve saved him from avoiding a tax liability on his pensions. backgroundIn 2006 PQR advised Mr K to transfer his two personal pensions into his ex... (3 pages)View decision