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-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-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-4487410
5 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4487410 The complaint Mr S has complained about his car insurer Skyfire Insurance Company Limited in respect of the valuation it applied and resultant settlement it made for his car which, following an accident, was found to be a total loss. What happened Mr S’s car was damaged. He mad... (5 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 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-5455470
8 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5455470 The complaint Mr W’s complaint is about the handling of a claim under his legal expenses insurance policy with Admiral Insurance (Gibraltar) Limited. Admiral is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it us... (6 pages)View decision -
Decision Reference DRN-3976445
10 Oct 2023 Zurich Assurance Ltd Not upheldInsuranceDRN-3976445 The complaint BGC (formerly BEL) complains that Zurich Assurance Ltd (formerly Allied Dunbar) referred to as “Zurich” failed to amend the life cover policy as requested in 2004. As a consequence, the policy is still in the name of BEL which was dissolved in 1999. BGC can’t surr... (6 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-6016395
17 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6016395 The complaint Mr I and Ms J complain that Bank of Scotland plc (‘Bank of Scotland’) won’t reimburse the funds they lost when they paid money to what they believe was a scam. It was Mr I that made the disputed payments so for the most part I will only refer to him throughout... (5 pages)View decision