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
-
Decision Reference DRN-4646293
11 Mar 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4646293 The complaint Mrs R is unhappy with the way in which Zurich Assurance Limited handled a claim made for the critical illness and total permanent disability (TPD) benefits under a decreasing life and critical illness insurance policy (‘the policy’) which included TPD. That includ... (6 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 -
Decision Reference DRN-4834226
29 Jul 2024 Salary Finance Limited UpheldConsumer CreditDRN-4834226 The complaint Ms M complained that Salary Finance Limited (“Salary Finance”) irresponsibly granted her three personal loans (in January 2019, May 2021, and February 2022) that she couldn’t afford to repay. What happened Ms M took out the first loan in January 2019. The amou... (5 pages)View decision -
Decision Reference DRN-4964870
21 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4964870 The complaint Mr E has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) in June 2016. Mr E’s SSAS was subsequently used to invest in Dolphin Capital loan note... (14 pages)View decision -
Decision Reference DRN-5221684
18 Dec 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5221684 The complaint Mr B complained about a transfer of his ReAssure Limited (“ReAssure”) personal pension to a small self-administered scheme (“SSAS”), in January 2015. A SSAS is a type of occupational pension, in which the members are also trustees and therefore take responsibil... (16 pages)View decision -
Decision Reference DRN-3770747
16 Nov 2022 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3770747 The complaint Mr R says James Hay Administration Company Ltd (‘JH’) is responsible for the delay in transferring his Scottish Widows (‘SW’) pension – from SW to JH – in 2020; and for financial losses resulting from the delay. What happened One of our investigators looked into t... (5 pages)View decision -
Decision Reference DRN-5378086
7 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5378086 The complaint Mr P has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policy to an occupational scheme in 2011. Mr P has said the investments within the scheme have since lost signif... (5 pages)View decision -
Decision Reference DRN-3903631
20 Apr 2023 Close Brothers Limited UpheldConsumer CreditDRN-3903631 The complaint Mr I complains about how Close Brothers Limited (“Close Brothers”) behaved when a car it supplied to him was seized by the police. What happened In August 2021 Mr I entered into a conditional sale agreement with Close Brothers for the supply of a used car and fina... (4 pages)View decision -
Decision Reference DRN2966210
10 Jun 2020 Indigo Michael Limited UpheldBanking and creditMiss A has complained Indigo Michael Limited, trading as SafetyNet Credit, held her liable for a loan she never applied for. This resulted in a default being placed on her credit record and increased her costs when she went to re-mortgage.backgroundIn 2015 Miss A’s new debit card was inter... (5 pages)View decision -
Decision Reference DRN1948151
4 Aug 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr F’s complaint relates to a car he obtained under a hire purchase agreement with Volkswagen Financial Services (UK) Limited. He says he was told the car was a particular specification, which led him to enter into the agreement. But he later found out he’d been supp... (5 pages)View decision