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 4563 results
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Decision Reference DRN8460479
21 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMrs H has complained that Barclays Bank Plc (“Barclays”) mis-sold her Additions and Additions Active packaged bank accounts in 2001 and 2009. backgroundOne of our adjudicators has looked into Mrs H’s complaint already. She didn’t think that Barclays mis-sold the package... (3 pages)View decision -
Decision Reference DRN-2773198
22 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2773198 Complaint Mr J says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy Background Mr J completed a leaflet application for a credit card in 2006. The PPI began at the same time as the credit card was taken out. Our adjudicator didn... (4 pages)View decision -
Decision Reference DRN1366881
23 Oct 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr L has complained that Hastings Insurance Services Ltd asked him for documents after he bought his motor policy with it which he didn’t think was reasonable.backgroundMr L bought his motor policy online with Hastings in February. A month later it asked him to send... (4 pages)View decision -
Decision Reference DRN-2862422
9 Jun 2021 Society of Lloyd's Not upheldInsuranceDRN-2862422 The complaint Mr K complained because an insurer at the Society of Lloyd’s (I’ll refer to Lloyd’s for ease) declined his motor insurance claim. What happened Mr K bought a car for £22,991. According to the sales invoice Mr K was the buyer and payment was made up as £3,000 cash;... (4 pages)View decision -
Decision Reference DRN-3484861
18 May 2022 RCI Financial Services Limited Not upheldConsumer CreditDRN-3484861 The complaint Mr S complains that RCI Financial Services Limited (“RCI”), in the way it set up his hire purchase agreement (“agreement”) and then administered and managed it, has caused him a loss for which he would like to be compensated. What happened RCI considered Mr S’ com... (5 pages)View decision -
Decision Reference DRN3579627
23 Nov 2016 Scottish Equitable Plc Not upheldInvestment and pensionsMr S is unhappy with how Scottish Equitable plc (Aegon) handled the transfer from his Capped Drawdown (CD) plan to a Flexi Drawdown (FD) plan.backgroundMr S took a regular income from his CD plan with Aegon. Following pension freedoms legislation Mr S wanted to take ... (4 pages)View decision -
Decision Reference DRN7067994
8 Jun 2015 Coutts & Company UpheldInvestment and pensionsMr R complains that Coutts & Company did not properly carry out his instruction to sell some shares. He says Coutts didn’t tell him what he needed to do to sell the shares and took far too long to take any action. He thinks he has lost out as a result, as the ... (4 pages)View decision -
Decision Reference DRN0047129
11 Dec 2018 Aviva Life & Pensions UK Limited Not upheldInsurance (excluding PPI)Mr S has made a complaint because he says Aviva Life & Pensions UK Limited have discontinued a claim he made under his income protection insurance policy.background Mr S made a claim on his income protection policy because he was suffering from repetitive strain ... (4 pages)View decision -
Decision Reference DRN-5128289
20 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5128289 The complaint Mr T complains that St. James's Place Wealth Management Plc (SJP) are responsible for a reduction in the value of his pension fund, due to the charges they’ve applied and their fund performance. He also complained they didn’t make him aware they only inves... (4 pages)View decision -
Decision Reference DRN-5805642
13 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5805642 The complaint Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined his claim against his motor insurance policy. He also complains it took too long to deal with his claim. Reference to LV includes its agents. What happened On 29 June 2024, Mr D too... (4 pages)View decision
