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 DRN7572660
8 Apr 2020 TSB Bank plc Not upheldBanking and creditMr R complains that TSB Bank plc lost his telephone banking security code. He is unhappy that he has been unable to use telephone banking services.background Mr R called TSB on 2 August 2018 to ask whether a cheque had cleared. He was unhappy that he was not asked for digits from his telep... (4 pages)View decision -
Decision Reference DRN4626961
28 Mar 2018 Suffolk Life Pensions Limited UpheldInvestment and pensionsMr J has complained to Suffolk Life Pensions Limited about the delay in transferring his Self- Invested Personal Pension (SIPP). He’s also unhappy he’s been charged an annual fee and drawdown fee.background Mr J has a SIPP with a provider (from herein referred to as E) ... (4 pages)View decision -
Decision Reference DRN8233214
24 Nov 2016 TSB Bank plc Not upheldBanking and creditMiss M has complained that TSB Bank plc (“TSB”) mis-sold a Silver packaged bank account to her in 2010. backgroundI attach my provisional decision of 10 November 2016, which forms part of this final decision.In my provisional decision I set out why I didn’t intend ... (4 pages)View decision -
Decision Reference DRN-5377524
6 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5377524 The complaint Mr R complains that First Central Underwriting Limited (First Central) declined a theft claim he made on his motor insurance policy. What happened Mr R held a motor insurance policy with First Central. He contacted them to report that his vehicle had been stol... (4 pages)View decision -
Decision Reference DRN-2454903
16 Apr 2021 Soteria Insurance Limited UpheldInsuranceDRN-2454903 The complaint Mr H complains that Soteria Insurance Limited unfairly cancelled his motor insurance policy. Mr H is represented in this matter by his father, a named driver on his policy. What happened Soteria contacted Mr H to ask him about an incident that had been notified by... (4 pages)View decision -
Decision Reference DRN-4498427
2 Jan 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4498427 The complaint Miss T complains that Aviva Life & Pensions UK Limited has reduced the monthly benefits it pays her under an income protection insurance policy because it says it overpaid her during a three-month period. What happened The background to this complaint is well... (4 pages)View decision -
Decision Reference DRN1769941
3 Jul 2020 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C complains that Volkswagen Financial Services (UK) Limited (“VWFS”) unfairly terminated his hire purchase agreement for a car.background In October 2016 Mr C acquired a car via a four year hire purchase agreement. Unfortunately, his financial circumstances changed leading to missed pay... (4 pages)View decision -
Decision Reference DRN-3057102
20 Sep 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3057102 The complaint Miss B is unhappy that Lloyds Bank PLC won’t refund disputed transactions made from her account and she’d like these refunded. What happened Miss B says that fraudulent transactions were carried out on her Lloyds account between the 2 and 7 October 2019 via online... (5 pages)View decision -
Decision Reference DRN-4021189
31 Mar 2023 Ageas Retail Limited Not upheldInsuranceDRN-4021189 The complaint Miss M says Ageas Retail Limited didn’t provide her with the full terms in relation to her motor insurance policy. That meant she believed her cover was different, and argues the claim should be settled along those lines instead. What happened In December 2021 Mis... (4 pages)View decision -
Decision Reference DRN5887798
4 Jul 2019 DAS Legal Expenses Insurance Company Limited UpheldInsurance (excluding PPI)The trustees of a trust, W, complain that DAS Legal Expenses Insurance Company Limited (“DAS”) have unfairly declined its insurance claim for legal expenses.backgroundI issued my provisional decision on this complaint in June 2019, which forms part of this final decision... (5 pages)View decision
