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 4790 results
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Decision Reference DRN-4407908
15 Dec 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4407908 The complaint Mr D is represented by a claims management company, which has made various arguments on his behalf. For simplicity, I’ll refer to all submissions made on Mr D’s behalf as being from Mr D. Mr D has complained about a transfer from his Zurich Assurance Limited perso... (22 pages)View decision -
Decision Reference DRN3487589
3 Jul 2015 Lloyds Bank Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs P are unhappy that Lloyds Bank Insurance Services Limited (Lloyds) didn’t tell them when it renewed their two home insurance policies that it was no longer a member of the Insurance Brokers Registration Council (IBRC). And also that it didn’t tell them it ... (4 pages)View decision -
Decision Reference DRN-3068253
27 Sep 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3068253 The complaint Mrs W complains that Santander UK Plc closed her accounts and won’t release money held in the accounts to her. She also complains about poor service. What happened Mrs W opened two accounts with Santander in August 2018. Mrs W says she opened the accounts after mo... (6 pages)View decision -
Decision Reference DRN-5111140
25 Sep 2025 Age Partnership Wealth Management Limited Not upheldPensions and AnnuitiesDRN-5111140 The complaint Mr T complains about the service he received from Age Partnership Wealth Management Limited (AP) when taking the proceeds of his Self-Invested Personal Pension (SIPP) to purchase an annuity. He believes AP’s actions caused him to suffer a financial loss, for wh... (8 pages)View decision -
Decision Reference DRN-3186788
22 Mar 2022 The Equitable Life Assurance Society Not upheldPensions and AnnuitiesDRN-3186788 The complaint Mrs M, through a claims Management company (CMC), has complained that The Equitable Life Assurance Society (EL) allowed the transfer of her personal pension when it shouldn’t have done. She feels that EL didn’t carry out the required due diligence when processing ... (7 pages)View decision -
Decision Reference DRN-3191947
23 Mar 2022 Future Finance Loan Corporation Limited UpheldConsumer CreditDRN-3191947 The complaint Miss F complains Future Finance Loan Corporation Limited (‘Future Finance’) irresponsibly lent to her on multiple occasions. What happened Miss F was approved for two loans by Future Finance. The purpose of these loans was to support her whilst completing her furt... (7 pages)View decision -
Decision Reference DRN-2475553
20 Jan 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2475553 The complaint Mr B complains that TSB Bank plc stopped paying interest on his account. What happened Mr B told us that he opened three TSB classic plus accounts in around November 2014, one in his sole name, and one in the name of him and a close relative, as well as a third h... (7 pages)View decision -
Decision Reference DRN-2730290
31 Mar 2021 Highway Insurance Company Limited UpheldInsuranceDRN-2730290 The complaint Mr M complains about how Highway Insurance Company Limited (‘Highway’) dealt with his motor insurance claim. Mr M may know Highway by a different name, but I’m satisfied Highway is ultimately responsible. What happened In April 2019 Mr M made a claim on his specia... (7 pages)View decision -
Decision Reference DRN3400273
3 Apr 2020 Hyundai Capital UK Limited Not upheldBanking and creditMr W complains that Hyundai Capital UK Limited trading as Hyundai Finance (HF) failed to set up a direct debit for his payments towards a conditional sale agreement. background The background to this complaint was set out in my provisional decision dated 28 February 2020. My provisional de... (7 pages)View decision -
Decision Reference DRN-5374146
7 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5374146 The complaint Ms A complains about Admiral Insurance (Gibraltar) Limited (Admiral) increasing the renewal premium on her motor insurance policy when she didn’t think there had been any change to her circumstances. She was told by Admiral there had been an incident recorded a... (7 pages)View decision