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-3706483
16 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3706483 The complaint Mrs G has complained about the delays and customer service she experienced when transferring her ISA away from Halifax Share Dealing Limited trading as IWeb Share Dealing (“Halifax”). What happened I issued a provisional decision in Mrs G’s complaint and set out t... (5 pages)View decision -
Decision Reference DRN6551921
28 Aug 2020 Highway Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B says Highway Insurance Company Limited acted unreasonably in not paying him more when his vehicle was written-off after he made a claim on his van insurance policy. backgroundMr B’s vehicle was damaged by fire and smoke in 2016. Highway offered him £4,500 for it. The valuation was don... (5 pages)View decision -
Decision Reference DRN-5799076
8 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5799076 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, (“RCI”) was of an unsatisfactory quality. When I refer to what Mr O has said and what RCI has said, it shoul... (5 pages)View decision -
Decision Reference DRN-4823616
16 Jun 2024 Cofunds Limited Not upheldInvestmentsDRN-4823616 The complaint Mrs J complains that Cofunds Limited (trading as ‘Aegon’) has unreasonably delayed the transfer of her ISA. Mrs J considers the compensation it offered her of £25 is insufficient in the circumstances. To resolve her complaint, Mrs J believes Aegon ought to pay her... (5 pages)View decision -
Decision Reference DRN-3996500
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3996500 The complaint Mr N has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4731826
30 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4731826 The complaint Miss F has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summa... (5 pages)View decision -
Decision Reference DRN-3142445
30 Mar 2022 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3142445 The complaint Mr M complains that Standard Life Assurance Limited (“Standard Life”) failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to an occupational pension scheme (OPS) in late 2012. What happened Mr M has been assisted ... (5 pages)View decision -
Decision Reference DRN-3344535
10 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3344535 The complaint Mr M complains that NewDay Ltd (“NewDay”) has refused to refund payments he believed he was making to Tradex1 using his NewDay (Amazon) Mastercard credit card. Mr M says that Tradex1 were operating a scam and stole his money. What happened The circumstances of th... (5 pages)View decision -
Decision Reference DRN-5321421
18 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5321421 The complaint Mr C has complained, via his professional representatives, about a transfer of his ReAssure Limited personal pension to an occupational pension in August 2014. Mr C says that his pension funds were invested in ‘unregulated investments’ and that he has lost out ... (10 pages)View decision -
Decision Reference DRN0885513
20 May 2020 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr G has complained that Admiral Insurance Company Limited undervalued his car after it was stolen and he claimed on his motor insurance policy.backgroundMr G’s car was stolen. Admiral settled his claim valuing the car at £16,330. Mr G thought that was far too low. He instructed an enginee... (4 pages)View decision