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 4361 results
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Decision Reference DRN-3976285
26 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3976285 The complaint Mr A is unhappy about the limitations of a benefit that’s included with his HSBC UK Bank Plc Premier credit card and feels that HSBC should have provided clearer information about it. What happened Mr A has a HSBC Premier credit card which, as a benefit, offers an... (2 pages)View decision -
Decision Reference DRN3495359
16 May 2017 Advantage Finance Ltd UpheldBanking and creditMr K is unhappy that Advantage Finance Ltd (Advantage) wouldn’t allow him to reject his car as faulty under his hire purchase agreement.backgroundIn April 2016 Mr K entered into a hire purchase agreement with Advantage. He used this agreement to acquire a used car from... (3 pages)View decision -
Decision Reference DRN-3998638
16 Mar 2023 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3998638 The complaint Mr S complains about delay by Standard Life Assurance Limited (SL) in making an in-specie transfer of his pension investments. What happened Mr S said he applied for a transfer in June 2020 but it was not completed until early March 2021. He said the delays were s... (6 pages)View decision -
Decision Reference DRN1169345
24 Oct 2019 Tradewise Insurance Company Limited UpheldInsurance (excluding PPI)Mr S trading as ‘S’ has complained that Tradewise Insurance Company Limited poorly investigated a claim made against his motor trade insurance policy. backgroundMr S renewed his motor trade policy on 27 November 2018. On 26 November 2018 his insurer, Tradewise received notice of a claim ag... (3 pages)View decision -
Decision Reference DRN4022711
9 Dec 2016 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr M, on behalf of “firm C”, complains that Markerstudy Insurance Company Limited unfairly declined a claim he made on firm C’s motor insurance policy.backgroundOne of firm C’s vehicles was involved in an accident on 11 April 2016. On the same day Markerstudy asked... (2 pages)View decision -
Decision Reference DRN-3199752
10 Dec 2021 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3199752 The complaint Mr and Mrs D are unhappy that Aviva Life & Pensions UK Limited (Aviva) didn’t inform them that they’d taken over the policies and that they didn’t have the option to renew their policies at the end of the term. What happened Mrs D took out a level term assuran... (4 pages)View decision -
Decision Reference DRN-5525461
1 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5525461 The complaint Mr B complains that U K Insurance Limited trading as Darwin mishandled the cancellation of his motor insurance policy. What happened The subject matter of the insurance was an electric hybrid vehicle, first registered in 2012. Mr B acquired the vehicle in abou... (5 pages)View decision -
Decision Reference DRN9293377
3 Aug 2015 Santander UK Plc Not upheldBanking and creditMrs B is unhappy that Santander UK plc won’t give her a refund after she was the victim of a scam while on holiday.backgroundMrs B was on holiday abroad. She brought an electronic tablet device from a shop in the resort. The shop owner said he would load a book and a... (2 pages)View decision -
Decision Reference DRN-4580491
1 Feb 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4580491 The complaint Mr L has complained about Ageas Insurance Limited’s decision to settle a third party claim as a fault claim under his van insurance policy. What happened In July 2022 Ageas received a claim from a third party who said an incident happened involving Mr L’s van. The... (2 pages)View decision -
Decision Reference DRN-3225561
11 Jan 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3225561 The complaint Miss M is complaining Admiral Insurance Company Limited didn’t update her car registration details on her car insurance policy which resulted in her being stopped for driving without insurance. What happened In July 2021 Miss M contacted Admiral to say she’d put a... (2 pages)View decision
