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 4777 results
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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 DRN-4604950
7 Feb 2024 Link Market Services Trustees Limited Not upheldInvestmentsDRN-4604950 The complaint Mr G’s complaint about Link Market Services Trustees Limited (‘LMSTL’) concerns a share consolidation exercise carried out by a company Mr G held shares in. Mr G is unhappy about the consolidation exercise itself, which he says is unfair because he lost money. Mr ... (4 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 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 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-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 -
Decision Reference DRN5049952
26 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr T has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions Plus and Premier Life (twice) packaged bank accounts in 2008 and 2010. He’s also complained about the sale of a ‘Tech Pack’ feature store package that was sold in 2013.backgroundMr T also ... (4 pages)View decision -
Decision Reference DRN-2933740
26 Jul 2021 Skrill Limited UpheldBanking and PaymentsDRN-2933740 The complaint Mr K complains about an exchange applied to a transaction with Skrill Limited. He said that there should’ve been no need to exchange this currency. What happened The Skrill service is an electronic money service, which allows users to hold balances (effectively, ... (4 pages)View decision -
Decision Reference DRN-4739190
24 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4739190 The complaint Miss E complains about a car she got under a conditional sale credit agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. The car has broken down with significant engine failure, which Miss E believes was due to the car not being of sa... (4 pages)View decision