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 4563 results
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Decision Reference DRN-5154200
4 Dec 2024 One Insurance Limited UpheldInsuranceDRN-5154200 The complaint Mr G complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of Mr G’s claim and complaint is a car, made by a premium-brand car maker with a large petrol engine and first registered in 20... (5 pages)View decision -
Decision Reference DRN-3576475
4 Jul 2022 Alliance Trust Savings Limited Not upheldPensions and AnnuitiesDRN-3576475 The complaint Mr B’s representative has complained, on his behalf, that due to errors made by Alliance Trust Savings Limited (ATS), there was a delay in investing cash held in Mr B’s Self Invested Personal Pension (SIPP). What happened Mr B intended to invest some of his SIPP f... (4 pages)View decision -
Decision Reference DRN3227458
10 May 2018 Allianz Insurance Plc UpheldInsurance (excluding PPI)Company A complains that Allianz Insurance Plc (“Allianz”) won’t pay in full a claim it made under its commercial motor insurance policy when, following a break in at its premises, one van was stolen and another was damaged. It’s represented in bringing this complain... (4 pages)View decision -
Decision Reference DRN-5778070
17 Sep 2025 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-5778070 The complaint Miss A complains that Elevate Portfolio Services Limited trading as abrdn Elevate (“Elevate”) has treated her unfairly when it exercised its discretion over the payment of some pension benefits following the death of her father. What happened Miss A’s father (w... (4 pages)View decision -
Decision Reference DRN5335876
3 May 2013 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr W complains that Zurich Insurance Plc (“Zurich”) rejected a claim against his motor insurance policy for the theft of his vehicle, and took over two years to make this decision. Mr W has a representative assisting him in this complaint. backgroundIn early 2010, Mr W reported the theft ... (4 pages)View decision -
Decision Reference DRN-4454509
27 Nov 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4454509 The complaint In 2016, Mr R held a current account with HSBC Bank Plc. Someone (a cold caller) rang him and told him about an opportunity to invest in a property company which would give him good returns. Mr R subsequently invested £30,000 in the property company. He paid the m... (3 pages)View decision -
Decision Reference DRN-3568112
22 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3568112 The complaint Mr O complains about Standard Life Assurance Limited’s (Standard Life) role in the delay to the transfer of his self-invested personal pension (SIPP) to a new platform. He says the delay meant his fund dropped by over £100,000 for which he would like to be reimbur... (10 pages)View decision -
Decision Reference DRN3058122
9 Jul 2013 Aviva Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs A complain about Aviva Insurance Limited’s refusal to indemnify their legal costs in relation to a legal claim against the developer who built their property and their neighbour in respect of the incorrect positioning of a boundary fence between their prop... (4 pages)View decision -
Decision Reference DRN-1467116
27 Apr 2020 Bank of Scotland Plc UpheldBanking and PaymentsDRN-1467116 The complaintMr W has complained that Bank of Scotland Plc (“Halifax”) mis-sold him a fee-paying Ultimate Reward Current Account (URCA), which was sold to him in July 2010. Mr W says he initially went to a Halifax branch to discuss mortgages but ended up being sold a fee-paying... (3 pages)View decision -
Decision Reference DRN2202804
22 Feb 2019 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr E has complained about Tesco underwriting Limited’s decision to cancel his carinsurance policy as if it didn’t exist.backgroundIn November 2017 Mr E bought a car insurance policy with Tesco. He said he lived in a citywhich I’ll call ‘B’.In January 2018 Mr E made ... (4 pages)View decision
