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-2556618
10 Jun 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2556618 The complaint Mr A claims that Automobile Association Insurance Services Limited (the “AA”) unfairly cancelled his motor insurance and then failed to automatically renew it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision -
Decision Reference DRN-4088016
2 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4088016 The complaint Mr A complains that Lloyds Bank PLC mis-handled the management of his account details and personal data. There were several instances of fraud on the account and Mr A blames Lloyds for it. Mr A also complains that during the fraud investigation he ‘never felt supp... (5 pages)View decision -
Decision Reference DRN-4936613
7 Mar 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-4936613 The complaint Mr G complains about Jarvis Investment Management Limited (Jarvis). He said Jarvis put restrictions on his account and because of this, he couldn’t get access to his money or shares. He would like Jarvis to apologise and compensate him for his losses. What hap... (4 pages)View decision -
Decision Reference DRN4658068
12 Sep 2016 Experian Limited Not upheldBanking and creditMr H complains that Experian Limited failed to record information sent by his local Council about his electoral roll registration, which led to him being refused credit.backgroundMr H applied for a credit card in December 2015 but was initially refused. He says the rele... (4 pages)View decision -
Decision Reference DRN-4292989
14 Aug 2023 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4292989 The complaint This complaint’s about an equity release lifetime mortgage that Mrs O took out in October 2013 with Aviva Life & Pensions UK Limited, on the advice of a third party advisor. There are various aspects to the complaint; these include the sale of the mortgage in ... (4 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN-5156919
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5156919 The complaint Mr C has complained to ReAssure Limited (ReAssure) about a transfer of his personal pension to a small self-administered scheme (SSAS) in October 2014. Mr C’s SSAS was subsequently used to invest in The Resort Group (TRG) and Dolphin Trust loan notes. The inves... (14 pages)View decision -
Decision Reference DRN3435980
8 Nov 2013 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy taken out in 2001 by Mr G in connection with a credit card he held with Capital One (Europe) Plc (”Capital One”). Mr G says that the Capital One mis-sold the PPI to him.backgroundMr G took out a PP... (3 pages)View decision -
Decision Reference DRN-3414539
3 May 2022 One Sure Insurance Limited Not upheldInsuranceDRN-3414539 The complaint Y complains that One Sure Insurance Limited mishandled a fleet insurance policy. Y is a courier company represented by Mrs I. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happene... (5 pages)View decision -
Decision Reference DRN8729149
5 Sep 2013 Northern Bank Limited Not upheldPayment protection insurance (PPI)This complaint is about a regular (monthly) premium payment protection insurance (PPI) policy taken out in 2007 in conjunction with a credit card. Mrs F says that Northern Bank Limited (now trading as Danske Bank) (referred to in this decision as Northern Bank) mis-sold the policy becau... (4 pages)View decision
