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 4395 results
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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 -
Decision Reference DRN-5222918
20 Dec 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5222918 The complaint Mrs N says Zurich Assurance Ltd (‘Zurich’) caused a delay in the transfer of her Zurich Personal Pension (‘PP’) to Royal London (‘RL’) in 2022. She claims redress for financial loss. She says the cash value of the PP was liquidated for the purpose of the trans... (4 pages)View decision -
Decision Reference DRN1083984
9 Mar 2021 Tesco Personal Finance PLC UpheldBanking and creditMr M complains that Tesco Personal finance PLC T/A Tesco Bank didn’t refund a payment he made to a company on his credit card. background In August 2018, Mr M says he booked a photoshoot for his son with a company I’ll refer to as “S”. Mr M says he paid S a £50 deposit in advance to secure... (8 pages)View decision -
Decision Reference DRN-4670240
18 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4670240 The complaint Ms A complains that Aviva Life & Pensions UK Limited caused delays in transferring two pensions held elsewhere into her personal pension policy (PPP) held with Aviva. Ms A says Aviva delayed her plans to purchase an annuity with another provider, causing her a... (8 pages)View decision -
Decision Reference DRN-4985545
3 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4985545 The complaint Mr S has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pensions to a small self-administered scheme (SSAS) in January 2015. Mr S’ SSAS was subsequently used to invest in a fractional ownership o... (9 pages)View decision -
Decision Reference DRN0168719
31 Jul 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr W complains that after his car was written off, Volkswagen Financial Services (UK) Limited (VFS) misled him to believe that his finance agreement would continue if he bought a replacement car. Mr W’s partner has helped him with his complaint.backgroundThe backgr... (9 pages)View decision -
Decision Reference DRN-5049005
27 Sep 2024 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5049005 The complaint Mrs P wanted to transfer her personal pension with Vanguard to a new Small Self- Administered Scheme (SSAS), sponsored by her long-time employer, in order to invest in commercial property with her husband who was also a member of the SSAS. She started this proc... (8 pages)View decision -
Decision Reference DRN-4423639
28 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4423639 The complaint Ms J complains that Lloyds Bank PLC (Lloyds) won’t refund the money she lost as a result of a scam. What happened Ms J was looking to invest in an ISA offering better rates of return than she was currently getting with her other bank. She says she clicked on the f... (8 pages)View decision -
Decision Reference DRN-2711616
26 Mar 2021 Calpe Insurance Company Limited UpheldInsuranceDRN-2711616 The complaint Miss G has complained that Calpe Insurance Company Limited (Calpe) has refused to settle her motor insurance claim. What happened On 15 December 2019 Miss G was involved in and road traffic accident, there were no other parties or vehicles involved and no third pa... (4 pages)View decision
