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 DRN0034501
24 Oct 2013 The Car People Limited UpheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy, taken out in connection with a car loan of just under £6,000 in October 2008. The sale took place during a meeting between Miss T and The Car People Limited (“The Car People”). The policy provided acci... (6 pages)View decision -
Decision Reference DRN3350209
6 Aug 2019 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMs H complains about the administration of her online Self Invested Personal Pension (SIPP) plan by Aviva Life & Pensions UK Limited (Aviva). She complains Aviva failed to invest the money she paid into the plan in April 2017 and she has lost investment growth on that money. Ms H says ... (4 pages)View decision -
Decision Reference DRN-2215083
19 Nov 2020 Atkinson Rose LLP Not upheldClaims ManagementDRN-2215083 The complaint Ms S is unhappy how Atkinson Rose LLP dealt with her Employment Tribunal claim. What happened Ms S had already started the process of an Employment Tribunal claim when, in 2017, she instructed Atkinson Rose to assist her. She asked Atkinson Rose if they would work... (4 pages)View decision -
Decision Reference DRN-3065794
18 Oct 2021 UIA (Insurance) Limited Not upheldInsuranceDRN-3065794 The complaint Mr O is unhappy that UIA (Insurance) Limited rejected his claim for storm damage under his home building insurance policy. What happened Mr O noticed damage had been caused to the roof of his house and garage during a storm. He made a claim to UIA for storm damage... (5 pages)View decision -
Decision Reference DRN-3606516
21 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3606516 The complaint Mr C complains about the unsuccessful transfer and delay of his assets from ITI Capital Limited (referred to as “ITI” or the “Transferor”) to a new provider of his choosing, referred to as “the transferee”. What happened Mr C initially held an account with a diffe... (5 pages)View decision -
Decision Reference DRN-4718896
29 Apr 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4718896 The complaint Mr L complains that Astrenska Insurance Limited (trading as Collinson Insurance) unfairly declined a claim he made under his gadget insurance policy. Astrenska is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its a... (4 pages)View decision -
Decision Reference DRN-5290249
12 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5290249 The complaint Mr P has complained that HSBC UK Bank Plc (trading as “first direct”) failed to protect him from falling victim to an investment scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I ... (4 pages)View decision -
Decision Reference DRN-5057972
12 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5057972 The complaint Mrs P has complained about the quality of a car provided on finance by Moneybarn No.1 Limited (Moneybarn). What happened Moneybarn supplied Mrs P with a used car on a conditional sale agreement in June 2023. The cash price of the car was around £7,000 and it h... (4 pages)View decision -
Decision Reference DRN-4977321
4 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4977321 The complaint Mr T has complained, via a Claims Management Company (‘CMC’) about a transfer of his Prudential Assurance Company Limited (‘Prudential’) personal pension to an occupational pension scheme in February 2013. Mr T says Prudential failed in its responsibilities whe... (5 pages)View decision -
Decision Reference DRN-5616638
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5616638 The complaint Mrs P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on her pension, and the frequency and quality of the advice associated with them, She also complained about the mismanagement of her funds ... (4 pages)View decision
