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 4338 results
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Decision Reference DRN-5393577
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5393577 The complaint Miss Z has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss Z took out a motor insurance policy with Marshmallow through an online price compar... (3 pages)View decision -
Decision Reference DRN-3585674
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3585674 The complaint Mrs G complains that HSBC UK Bank Plc are trying to force her to use technology she does not wish to use in order to verify that her online transactions are genuine. What happened HSBC informed Mrs G that new payment regulations had been introduced to keep custome... (3 pages)View decision -
Decision Reference DRN-3357128
9 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3357128 The complaint Mr T complains that Ageas Insurance Limited (Ageas) has unfairly voided his policy. What happened I issued my provisional decision on this case on 22 February 2022. It was my intention to come to a different outcome to our investigator, and so I wanted to give bot... (4 pages)View decision -
Decision Reference DRN-3021814
17 Sep 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3021814 The complaint Mr J has complained that Admiral Insurance (Gibraltar) Limited (Admiral) undervalued his van following a total loss claim. What happened Following an incident with a third-party vehicle Mr J submitted a claim on his commercial motor polic... (3 pages)View decision -
Decision Reference DRN5967092
27 Oct 2020 State Bank Of India (UK) Limited Not upheldBanking and creditMr C complains that the State Bank of India (UK) Limited (SBI) won’t refund payments made using his debit card that he says he didn’t make or authorise. background Mr C disputed 16 transactions totalling over £18,000, which took place over three weeks starting at the end of August 2018. He... (3 pages)View decision -
Decision Reference DRN-4944903
6 Mar 2025 ITI Capital Limited Not upheldInvestmentsDRN-4944903 The complaint Mr A complains about ITI Capital Limited (ITI Capital). He said he has been unable to access or decide what to do with shares in a company that it holds for him. Mr A said ITI Capital should give him his shares back or pay compensation equivalent to their worth... (3 pages)View decision -
Decision Reference DRN-2689306
12 May 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2689306 The complaint Mr R complains National Savings and Investments (“NSI”) obstructed him from opening a savings account and withdrawing his money. To put things right, he wants NSI to change how it verifies its customer’s identity over the phone. What happened In September 2019, Mr... (3 pages)View decision -
Decision Reference DRN9583695
3 Oct 2019 Covea Insurance plc UpheldPayment protection insurance (PPI)Mr S is unhappy with Covea Insurance plc’s decision to decline his claim made on a payment protection insurance (PPI) policy.All references to Covea in this decision include its appointed claims-handling agents.backgroundI issued my provisional decision on this complaint in August 2019. It... (4 pages)View decision -
Decision Reference DRN7680141
17 Nov 2016 R. Raphael & Sons Plc Not upheldBanking and creditMiss M complains that the car she financed by a hire purchase agreement (HPA) with R. Raphael & Sons Plc (the business) was not of satisfactory quality.backgroundMiss M entered into HPA with the business in August 2015 to finance the acquisition of a used car. At ... (3 pages)View decision -
Decision Reference DRN4427438
20 Apr 2018 @SIPP LIMITED Not upheldInvestment and pensionsThe complaint concerns the service provided by @SIPP LIMITED (SL) when Ms B, Mr B1 and Mr B2 (the complainants) transferred the pension to another provider. It is submitted that problems with SL providing a lease, insisting on a lengthy contract, delays caused by a... (4 pages)View decision
