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 4755 results
-
Decision Reference DRN4905493
8 Oct 2019 Blue Motor Finance Ltd UpheldBanking and creditMiss G complains that a used car she acquired via a hire purchase agreement with Blue Motor Finance Ltd isn’t of satisfactory quality. She would like Blue Motor to cover the costs of the repairs.backgroundIn March 2018 Miss G acquired a used car via five year hire purchase agreement. The c... (3 pages)View decision -
Decision Reference DRN4786684
6 Mar 2019 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr B has complained about One Call Insurance Services Limited’s service after he asked it to arrange a motor insurance policy for him.backgroundMr B was looking for quotes for a motor policy through a price comparison website. He then contacted One Call to buy a polic... (4 pages)View decision -
Decision Reference DRN5526610
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and creditMr S complains about the actions of Bank of Scotland Plc (BOS) when he was the victim of a scam in which he was tricked into buying a stolen car. background The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some key events here. O... (3 pages)View decision -
Decision Reference DRN-4052742
29 Mar 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4052742 The complaint Ms M complains that Sterling ISA Managers Limited trading as Advance by Embark (“Sterling”) failed to complete the transfer of her self-invested pension plan (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this com... (3 pages)View decision -
Decision Reference DRN-5200261
11 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5200261 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made (then later withdrew) on his commercial motor insurance policy. What happened In October 2023 an object fell from a truck on a motorway, causing damage to Mr B’s vehicle. He ... (3 pages)View decision -
Decision Reference DRN-5229988
14 Feb 2025 Equiniti Financial Services Limited UpheldInvestmentsDRN-5229988 The complaint Mr and Mrs V complain Equiniti Financial Services Limited (EFSL) is preventing them from selling shares they own and have the proceeds paid to their bank account. What happened Mr and Mrs V purchased shares several years ago and held some of them in certificate... (3 pages)View decision -
Decision Reference DRN3593336
29 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D’s complaint concerns the amount Direct Line / UK Insurance Limited (UKI) have offered to pay for his claim for accidental damage to his patio door.backgroundThe circumstances of this complaint were set out in my provisional decision of June 2013, a copy of which is attached and f... (5 pages)View decision -
Decision Reference DRN-2586039
19 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2586039 The complaint Mr P has complained that Aviva Insurance Limited declined a backdated unemployment claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr P was made redundant in April 2019. At that point he did not register as unemployed and he ... (3 pages)View decision -
Decision Reference DRN9759042
23 Aug 2013 MBNA Limited UpheldInsurance (excluding PPI)Mrs B complains she was mis-sold a card protection policy by MBNA Limited. She says when she complained to MBNA about the mis-sale, MBNA made errors and took aggressive enforcement action which led to her suffering considerable financial loss and distress and inconvenience.backgrou... (4 pages)View decision -
Decision Reference DRN-5960867
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5960867 The complaint Mr P on behalf of his business J complains about the difficulties he experienced with making a payment transfer using Lloyds Bank PLC’s (“Lloyds”) Voice Response system resulting in him not having access to his funds over the weekend. In particular, Mr P is unh... (4 pages)View decision