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 4569 results
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Decision Reference DRN4034194
8 Oct 2015 TSB Bank plc Not upheldBanking and creditMr S has complained that TSB Bank plc (“TSB”) mis-sold him Silver and Premier packaged bank accounts in 2008 and 2010. He paid a monthly fee for the accounts which included some benefits.backgroundOne of our adjudicators has looked into Mr S’ complaint already and sh... (3 pages)View decision -
Decision Reference DRN-4105089
13 Jun 2023 Coverwise Ltd Not upheldInsuranceDRN-4105089 The complaint Mr E complains that Coverwise Ltd didn’t provide him with good customer service when he asked for assistance in making a travel insurance claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think... (4 pages)View decision -
Decision Reference DRN-3801397
28 Nov 2022 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3801397 The complaint Mr P complains that Standard Life Assurance Limited failed to complete the transfer of his pension savings to a new provider in a timely manner. What happened Mr P held pension savings with Standard Life. He had previously received advice and support on those pens... (3 pages)View decision -
Decision Reference DRN-5290793
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5290793 The complaint Mrs S is unhappy with the decision by Aviva Insurance Limited (Aviva) following a claim for damaged contents on her home insurance policy. Aviva is the underwriter of this policy. Aviva has accepted it is accountable for the actions of agents involved in the c... (4 pages)View decision -
Decision Reference DRN-5270925
17 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5270925 The complaint Mr T complains that One Insurance Limited (“One”) mishandled a claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, made by a well-known vehicle maker an... (5 pages)View decision -
Decision Reference DRN-5137350
15 Nov 2024 The Equine and Livestock Insurance Company Limited Not upheldInsuranceDRN-5137350 The complaint Mr M has complained that The Equine and Livestock Insurance Company Limited, trading as The Insurance Emporium (‘Emporium’) declined his claim for the theft of a caravan under his caravan insurance policy. For the avoidance of doubt, reference to submissions by... (11 pages)View decision -
Decision Reference DRN-5158837
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5158837 The complaint Mr M has complained about a transfer of his personal pensions with ReAssure Limited (ReAssure) to a small self-administered scheme (SSAS) in June 2015. Mr M’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now appears to have lit... (16 pages)View decision -
Decision Reference DRN-3857736
23 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3857736 The complaint Mr J complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr J had been looking to buy a campervan and, in May 2022, he found one he was interested in on an online auction website. He contacted the seller t... (4 pages)View decision -
Decision Reference DRN3501199
2 Jul 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr G’s complaint is about the delays when transferring his Self-Invested Personal Pension (SIPP) he had with third party provider to Alliance Trust Savings Limited (ATS). backgroundMr G requested his SIPP be transferred from a third party; I’ll call Company H, to ATS o... (4 pages)View decision -
Decision Reference DRN-5472947
12 Jun 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5472947 The complaint Mr M has complained about the way Propensio Finance Limited “Propensio” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M bought a heat pump heating system (the system) for his home in January 2024 from a su... (4 pages)View decision
