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 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-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 -
Decision Reference DRN-3124621
23 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3124621 The complaint Mrs B and Mr N are business partners. They complain that HSBC UK Bank Plc unfairly recalled a Bounce Back Loan and closed their bank account. They’re also unhappy with delays in obtaining the loan initially and that the bank set up a voice identification service w... (4 pages)View decision -
Decision Reference DRN-3462781
20 May 2022 Skipton Building Society UpheldMortgagesDRN-3462781 The complaint Mr G complains that Skipton Building Society (“Skipton”) has put a marker on the National Hunter fraud prevention database in connection with a mortgage application recording misuse of mortgaged property. What happened Mr G and his wife applied for a mortgage with... (4 pages)View decision -
Decision Reference DRN3630912
25 Feb 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss M is unhappy that Advantage Insurance Company Limited cancelled her car insurance. She’s also unhappy with the service she received.backgroundMiss M took out car insurance with Advantage in December 2017. The total cost of cover was £3,318.62 and was to be paid for by ... (4 pages)View decision -
Decision Reference DRN7704445
11 Dec 2018 The Co-operative Bank Plc Not upheldBanking and creditMr S complains The Co-operative Bank Plc (“The Co-op”) hasn’t dealt with his chargeback request appropriately. He’s also unhappy about the way they’ve investigated and handled his subsequent complaint. Mr S is assisted in bringing this complaint by his son.backgroundOn ... (4 pages)View decision -
Decision Reference DRN-4154773
26 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4154773 The complaint Mr W complains that Aviva Insurance Limited disposed of his car without his consent following a claim made on his commercial motor insurance policy. He wants compensation for the costs he then incurred and the damage to his professional reputation. Mr W is a polic... (3 pages)View decision
