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-2765343
13 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2765343 Complaint Mr M says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy. Background Mr M bought the policy in 2000 at the same time as taking out a credit card. Our adjudicator didn’t uphold the complaint. Mr M disagreed with the ad... (3 pages)View decision -
Decision Reference DRN-2920386
8 Oct 2021 Clear Score Technology Limited Not upheldConsumer CreditDRN-2920386 The complaint Miss M is unhappy that a fraudster has been able to access her credit file and she is concerned that Clear Score didn’t do enough to safe guard her personal data. What happened On 10 June 2020, Miss M received a call from a credit card company asking her if she ap... (3 pages)View decision -
Decision Reference DRN-5781861
15 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781861 The complaint Mr H complains about the repairs that AXA Insurance UK Plc carried out on his motorhome following a claim made on his motor insurance policy. He wants sufficient compensation for his loss of enjoyment and the trouble and upset caused. What happened Mr H’s motor... (3 pages)View decision -
Decision Reference DRN-5680426
24 Sep 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5680426 The complaint I, a limited company, has complained New Wave Capital Limited did nothing to protect them from being the victim of a scam. What happened Mr H is a director of I and is representing them in their complaint. I will refer to both interchangeably throughout my deci... (3 pages)View decision -
Decision Reference DRN-5134183
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5134183 The complaint Mr P complains that U K Insurance Limited (“UKI”) hasn’t honoured a quote for a car insurance policy. What happened Mr P received a renewal quote for his car on 9 August 2024 for £1,334.41. He wasn’t happy with the quote as it was more than double what he’d pa... (3 pages)View decision -
Decision Reference DRN-4527312
28 Dec 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4527312 The complaint Mrs L complains that Admiral Insurance (Gibraltar) Ltd mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a luxury sports utility vehicle with a large engine and first registered in September 2019. ... (4 pages)View decision -
Decision Reference DRN-6158440
17 Feb 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6158440 The complaint Mr P’s complaint relates to the transfer of his SIPP with James Hay Administration Company Limited (James Hay) to another provider who I’ll refer to as Provider T. Mr P says the transfer took too long and he lost out because there was a delay in his fund being ... (7 pages)View decision -
Decision Reference DRN9596941
20 Nov 2013 Origen Financial Services Limited UpheldInvestment and pensionsMr B has complained about the advice he received in February 2005 to invest £70,000 of his pension fund in the PIP Exempt Trust which is an Unregulated Collective Investment Scheme (UCIS) invested in property.backgroundThe adjudicator wrote to Origen Financial Services Limited on 12 ... (4 pages)View decision -
Decision Reference DRN-4439716
18 Dec 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4439716 The complaint Mr H complains that Zurich Insurance plc unfairly avoided his commercial vehicle insurance policy and declined his claim. What happened Mr H purchased a motor trade insurance policy with Zurich. Following a third-party claim for an accident and a claim from Mr H f... (3 pages)View decision -
Decision Reference DRN5318175
18 Dec 2018 Santander UK Plc Not upheldBanking and creditC, a limited company, complains that Santander UK Plc (Santander) failed to action a request to add an account holder onto C’s business account. And this has caused problems for C.Miss L brings C’s complaint to our service. backgroundIn May 2018, Miss L called Santande... (3 pages)View decision