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-5200133
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5200133 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (8 pages)View decision -
Decision Reference DRN-4979923
21 Nov 2024 Legal & General (Portfolio Management Services) Ltd UpheldPensions and AnnuitiesDRN-4979923 The complaint Mr K has complained about the way that Legal & General (Portfolio Management Services) Ltd handled the transfer of his pension. He considers it caused delays, and this resulted in him suffering a financial loss. He also complains that it provided poor custo... (6 pages)View decision -
Decision Reference DRN-3199982
1 Feb 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3199982 The complaint Mr H complains that a used car supplied by Specialist Motor Finance Limited (SMFL) under a finance agreement was of unsatisfactory quality. What happened Mr H acquired this car in July 2020 under a hire purchase agreement (HPA). Not long after collection he notice... (6 pages)View decision -
Decision Reference DRN-4165020
14 Apr 2024 Bournebridge Financial Services Limited Not upheldPensions and AnnuitiesDRN-4165020 The complaint Mr B complains about the service he received from Bournebridge Financial Services Limited (“BFS”) when transferring the proceeds of his defined benefit (DB) Occupational Pension Scheme (“OPS”) pension to a Personal Pension Plan (“PPP”). He says BFS’ actions caused... (7 pages)View decision -
Decision Reference DRN-5784848
29 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5784848 The complaint Mr O complains that Haven Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid electric car made by a premium-brand car-maker and first registered... (9 pages)View decision -
Decision Reference DRN-3582632
6 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3582632 The complaint Mr W complains that HSBC UK Bank Plc has refused to refund payments he made to what he believed was a legitimate investments trading company (Olsson Capital). Mr W made these payments using his HSBC Visa debit card. What happened The circumstances of this complai... (8 pages)View decision -
Decision Reference DRN0842926
1 Aug 2019 Lloyd & Whyte Ltd UpheldInsurance (excluding PPI)Mr C complains that Lloyd & Whyte Ltd sold him a professional indemnity insurance policy which wasn’t suitable for his needs and as a result he had to stop trading for a short period, suffering a loss of income and other losses.backgroundIn late 2016 one of Mr C’s customers made a comp... (7 pages)View decision -
Decision Reference DRN-3558421
27 Jun 2022 GE Money Consumer Lending Limited Not upheldConsumer CreditDRN-3558421 The complaint Mr and Mrs O complain that GE Money Consumer Lending Limited (GE Money) unfairly turned down their claims under the Consumer Credit Act 1974 (CCA). What happened Mr and Mrs O bought membership of a timeshare from Business C in September 2007. The cost of the times... (7 pages)View decision -
Decision Reference DRN-4214625
28 Jun 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4214625 The complaint Mr B1 and Mr B2 have complained that their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), refused to indemnify them after Mr B1 was involved in an accident. Mr B1 is the main driver on the policy and Mr B2 is a named driver. For ease I will refe... (6 pages)View decision -
Decision Reference DRN-5377905
6 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5377905 The complaint Mr P is being represented in his complaint by a professional representative which has made various arguments on his behalf. Its contention is that Royal London failed to carry out the necessary due diligence on Mr P’s transfer request in 2014, nor did they prov... (7 pages)View decision