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 DRN-4453034
29 Nov 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4453034 The complaint Miss Z complains that Starling Bank Limited won’t refund the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-3884962
6 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3884962 The complaint Mr C is unhappy about the amount Admiral Insurance Company Limited paid in settlement of a claim he made on his motor insurance policy. What happened Mr C had a car insurance policy with Admiral, and he made a claim when the car was involved in an accident. Admira... (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-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 DRN3875671
12 Mar 2015 Arch Financial Planning Limited Not upheldInvestment and pensionsMr N has complained that he believed Arch Financial Planning Limited (“Arch”) had arranged for capital he had inherited from his late father to be invested in a cash ISA for the tax year 2011/2012. As it was, Arch had set up a stocks and shares ISA for Mr N to utilise his ISA allowance ... (4 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-5026997
7 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5026997 The complaint This complaint is about a mortgage Mr P holds with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is that Mr P believes BM unduly delayed a decision on his request to split the title of his mortgaged property to allow him t... (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
