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 DRN-5167348
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5167348 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a privat... (4 pages)View decision -
Decision Reference DRN-4897144
20 Feb 2025 Brewin Dolphin Limited Not upheldInvestmentsDRN-4897144 The complaint Mr and Mrs M have complained about the advice and services they received from Brewin Dolphin Limited (‘Brewin’) and the fees paid. They say they were charged for unnecessary services that were not in their best interests and they haven’t been provided with the ... (5 pages)View decision -
Decision Reference DRN-5302432
19 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5302432 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited (Admiral) cancelling his motor insurance policy. Any reference to Admiral in this decision includes their agents. What happened In April 2024 Mr B took out a motor insurance policy with Admiral, throu... (4 pages)View decision -
Decision Reference DRN-5432518
28 Jul 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5432518 The complaint Mr R complains about how Haven Insurance Company Limited (“Haven”) valued his car following a claim made on his taxi insurance policy. He is also unhappy with the amount Haven is charging him to allow him to retain the car. What happened Mr R is a private hire... (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 DRN1002838
7 Mar 2019 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mr L has complained about the way Southern Rock Insurance Company Limited dealt with a claim he made on his motor insurance policy which he says left him in a very difficult financial situation.All references to Southern Rock include its agents. background I issued a p... (4 pages)View decision -
Decision Reference DRN1013174
26 Jun 2014 Billing Finance Ltd UpheldBanking and creditMr and Mrs G complain about a car that was supplied to them through a hire purchase agreement with Billing Finance Ltd (Billing Finance). They say that the car has a much higher mileage than advertised and that they wouldn’t have agreed to take the car had they known its true mile... (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-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision
