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 DRN9895327
30 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr L’s current account was upgraded a number of times over the years. He complains that Lloyds Bank PLC (“Lloyds”) mis-sold the packaged bank accounts. In particular he says that the benefits the accounts offered were not fit for purpose as they didn’t offer him a high... (5 pages)View decision -
Decision Reference DRN-4507446
9 Jan 2024 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-4507446 The complaint Mr R complains that AJ Bell Management Limited failed to carry out appropriate due diligence on an investment he intended to make before accepting it into his Self-Invested Personal Pension (‘SIPP’). What happened Mr R applied for a SIPP with AJ Bell in December 2... (21 pages)View decision -
Decision Reference DRN-6075096
13 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6075096 The complaint Mrs B has complained about Accredited Insurance (Europe) Ltd’s (Accredited) service following a claim she made on her motor insurance policy. Mrs B’s policy is branded in the trading name of the insurance intermediary which offers it. Another insurance intermed... (5 pages)View decision -
Decision Reference DRN-5904862
24 Oct 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5904862 The complaint Mr D has complained about the actions of Scottish Equitable Plc when he tried to transfer a self-invested personal pension (‘SIPP’) to another provider. I will, in the main, be referring to Aegon in my decision which is the brand name Mr D will likely be more f... (5 pages)View decision -
Decision Reference DRN7159384
24 Oct 2019 Tesco Personal Finance PLC UpheldBanking and creditMs C complains Tesco Personal Finance PLC won’t refund her for a photography and modelling package she paid for using her credit card.backgroundMs C saw an advert on a social media website in 2017 for a modelling session. She says the advert offered free registration. Ms C sent a photo of ... (5 pages)View decision -
Decision Reference DRN-3035267
26 Jan 2022 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3035267 The complaint Mr F, through a claims management company, (CMC) has complained that Scottish Widows Limited (SW) didn’t warn him of the risks involved in transferring his pension which consequently led to him being a victim of a pension liberation scheme. What happened Mr F has ... (6 pages)View decision -
Decision Reference DRN-5922264
13 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5922264 The complaint Mr S is unhappy that Starling Bank Limited didn’t reimburse him after he was the victim of a scam. What happened Both sides are aware of what happened so I will provide a summary. Mr S found an advert on social media for an instant access account with an onli... (6 pages)View decision -
Decision Reference DRN-4557742
12 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4557742 The complaint Miss C complains about Advantage Insurance Company Limited’s (Advantage) handling of her claim, following the theft of a catalytic convertor from her car, under her motor insurance policy. What happened In August 2022 Miss C’s catalytic convertor was stolen from h... (5 pages)View decision -
Decision Reference DRN9761313
17 Feb 2016 RAC Insurance Limited UpheldInsurance (excluding PPI)Mr W has complained that RAC Insurance Limited didn’t offer him repatriation of his car under his European Breakdown Cover policy and wouldn’t pay for damage caused to his car when it did agree to repatriation.backgroundMr W and his wife were on holiday in France ... (5 pages)View decision -
Decision Reference DRN-5145968
15 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5145968 The complaint Mr T has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act... (5 pages)View decision