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 4269 results
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Decision Reference DRN-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision -
Decision Reference DRN-3281719
16 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3281719 The complaint Mr and Mrs G complain AXA Insurance UK Plc handled their motor insurance claim poorly. What happened In December 2020 Mr and Mrs G’s UK registered car was damaged whilst they were staying at their property in Italy. They claimed against their AXA motor insurance p... (5 pages)View decision -
Decision Reference DRN-2130095
11 Mar 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2130095 The complaint Mrs B has complained about the charges that Mercedes-Benz Financial Services UK Limited (MBFS) applied when she handed back a car she had acquired under a hire purchase agreement. When I refer to what Mrs B has said, and MBFS have said, it should also be taken to ... (4 pages)View decision -
Decision Reference DRN-4441865
13 Mar 2024 iPensions Group Limited Not upheldPensions and AnnuitiesDRN-4441865 The complaint In his complaint, Mr C said iPensions Group Limited (‘iPensions’) continues, unfairly, to charge administration fees for his Forthplus Self-Invested Personal Pension (‘SIPP’) despite the SIPP’s investments having failed. He also says iPensions has unreasonably ref... (4 pages)View decision -
Decision Reference DRN-3079642
6 Oct 2021 The IPS Partnership plc Not upheldPensions and AnnuitiesDRN-3079642 Complaint Mr J complains about an investment of £40,000 he made into Green Oil Plantations (GOP) in 2012, in a Self Invested Personal Pension (SIPP) operated by The IPS Partnership plc (“IPS”, which now trades as The James Hay Partnership). Mr J says he was a retail investor (n... (16 pages)View decision -
Decision Reference DRN-4096351
9 May 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4096351 The complaint Miss S complains that Bank of Scotland plc was unfair to start recovery action when her mortgage account fell into arrears. What happened Miss S lost her job during the Covid-19 pandemic. Bank of Scotland agreed six months of payment deferrals, in accordance with ... (3 pages)View decision -
Decision Reference DRN-4641636
5 Mar 2024 In2 Planning Limited UpheldPensions and AnnuitiesDRN-4641636 The complaint Mr S is represented by his solicitors. His case is about the Small Self-Administered Scheme (‘SSAS’) he set up for his company in July 2016, and the investments made in the SSAS (following employer contributions into it) in August 2016 and February 2017. Those inv... (13 pages)View decision -
Decision Reference DRN1396222
2 Nov 2016 Barclays Bank Plc Not upheldBanking and creditMrs W complains that Barclays Bank Plc (Barclays) mis-sold the Additions and Additions Active packaged accounts to her. She paid a monthly fee for the accounts which offered several benefits in return. backgroundOne of our adjudicators has looked into Mrs W’s complaint ... (4 pages)View decision -
Decision Reference DRN7147131
19 Apr 2018 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr H complained that The Royal Bank of Scotland Plc (RBS) mis-sold him a payment protection insurance (PPI) policy alongside a credit card.backgroundMr H applied for a credit card with RBS and at the same time he took out a PPI policy. He later complained to RBS tha... (8 pages)View decision -
Decision Reference DRN-4988147
10 Jan 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4988147 The complaint Mr W complains about how Zurich Assurance Ltd (Zurich) handled his transfer to another provider to facilitate an annuity purchase and said he has suffered a financial loss as a result. What happened The history leading up to this complaint is well known to the... (4 pages)View decision
