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 DRN5494257
1 Jun 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr O has complained that Allianz Insurance Plc’s service to him was poor when he made a claim under his motor insurance policy.backgroundMr O’s car was damaged in an incident and he made a claim to his insurer, Allianz. Allianz told Mr O he qualified for a new r... (2 pages)View decision -
Decision Reference DRN-5826834
31 Oct 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-5826834 The complaint Ms C’s complaint is about a Self-Invested Personal Pension (‘SIPP’) she holds jointly with her husband, and about its transfer from The IPS Partnership Limited trading as James Hay Partnership (‘JHP’) to Dentons Pension Management Limited (‘Dentons’). She says ... (18 pages)View decision -
Decision Reference DRN-4460562
5 Dec 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4460562 The complaint Ms C and Mr H complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of their claim under their car insurance policy. Ms C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN6229782
24 Sep 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr R complains that Zurich Insurance PLC paid a claim made by a third party on his commercial vehicle policy after the third party commenced legal proceedings. He is unhappy that this has resulted in an increased premium.backgroundMr R was stopped by a third party when leaving his veh... (3 pages)View decision -
Decision Reference DRN-4775803
8 May 2024 Weatherbys Bank Limited Not upheldBanking and PaymentsDRN-4775803 The complaint Mr M complains that Weatherbys Bank Limited has charged VAT on his fees when he was no longer VAT registered. Mr M is represented in his complaint by a professional adviser but for ease, I will continue to refer to Mr M as though he is bringing the complaint himse... (3 pages)View decision -
Decision Reference DRN-4799043
15 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4799043 The complaint H, a partnership, complains that Lloyds Bank PLC lost the deeds to H’s land. H has been represented in this complaint by one of the partners, Miss O. What happened H had a business overdraft with Lloyds. It granted Lloyds a charge over some of its land as security... (3 pages)View decision -
Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision -
Decision Reference DRN-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 pages)View decision -
Decision Reference DRN2425026
8 Nov 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs Z is unhappy that Tesco Underwriting Limited won’t refund the premium she paid when it cancelled her motor insurance policy from the start. She says she made an unintentional mistake on her application and it’s not fair for it to retain her premium.backgroundTesc... (2 pages)View decision -
Decision Reference DRN-2850931
24 Jun 2021 TSB Bank plc UpheldMortgagesDRN-2850931 The complaint Mr and Mrs A say they incurred a large legal bill in 2017 due to errors made by TSB Bank plc’s solicitor in registering the legal charge when they remortgaged in 2015. What happened I issued my provisional decision in April 2021, the findings of which stated: “I’... (3 pages)View decision