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 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 -
Decision Reference DRN-3079642
6 Oct 2021 The IPS Partnership plc Not upheldPensions and AnnuitiesDRN-3079642 Complaint Mr J complains about an investment of £40,000 he made into Green Oil Plantations (GOP) in 2012, in a Self Invested Personal Pension (SIPP) operated by The IPS Partnership plc (“IPS”, which now trades as The James Hay Partnership). Mr J says he was a retail investor (n... (16 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-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 DRN-4096351
9 May 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4096351 The complaint Miss S complains that Bank of Scotland plc was unfair to start recovery action when her mortgage account fell into arrears. What happened Miss S lost her job during the Covid-19 pandemic. Bank of Scotland agreed six months of payment deferrals, in accordance with ... (3 pages)View decision -
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-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 DRN1396222
2 Nov 2016 Barclays Bank Plc Not upheldBanking and creditMrs W complains that Barclays Bank Plc (Barclays) mis-sold the Additions and Additions Active packaged accounts to her. She paid a monthly fee for the accounts which offered several benefits in return. backgroundOne of our adjudicators has looked into Mrs W’s complaint ... (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-6062132
16 Jan 2026 West Bay Insurance Plc UpheldInsuranceDRN-6062132 The complaint Miss S complaints that West Bay Insurance Plc (West Bay) avoided her motor insurance policy and refused to pay her claim. What happened Miss S took out a motor insurance policy with West Bay through a price comparison website. Unfortunately, her vehicle was sto... (8 pages)View decision