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 4373 results
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Decision Reference DRN0337507
3 Jun 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMiss F complains about a car she financed with a hire purchase agreement from Volkswagen Financial Services (UK) Limited (‘VWFS’).backgroundMiss F says she has had lots of problems with the car since financing it in May 2015. In particular with creaking and wind nois... (3 pages)View decision -
Decision Reference DRN-3118664
22 Feb 2022 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-3118664 The complaint Mr H complains that Utmost Life and Pensions Limited didn’t carry out adequate due diligence before it transferred his pension to another pension provider in 2013. He says that Utmost did not give him any warnings about the transfer or set out any risks. It also d... (3 pages)View decision -
Decision Reference DRN3551658
26 Apr 2017 Black Horse Limited UpheldBanking and creditMr K complains that the car he acquired through a hire purchase agreement (HPA) with Black Horse Limited (the business) was not of satisfactory quality.backgroundMr K entered into a HPA to acquire a new car. The car was delivered in October 2015. A month later Mr K rais... (3 pages)View decision -
Decision Reference DRN-5535682
12 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5535682 The complaint Mr A is unhappy with his commercial vehicle insurer Haven Insurance Company Limited because it logged a claim against him even though he told it he was not involved. What happened Mr A received contact from Haven in January 2024 asking him for details about an... (3 pages)View decision -
Decision Reference DRN-2588839
3 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2588839 The complaint Mr P complains that a Bank of Scotland Plc error resulted in him not having access to his online business banking and subsequently suffering a loss of income. What happened Upon securing a COVID bounce-back loan from Bank of Scotland, Mr P says that he was going ... (3 pages)View decision -
Decision Reference DRN-5580615
28 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580615 The complaint Mrs F complains about how Aviva Insurance Limited handled, settled and recorded a claim made on her motor insurance policy. She wants it to change its systems and to amend how the claim is recorded. Mrs F is represented in this matter by Mr F. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4119194
7 Jul 2023 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-4119194 The complaint Mr E complains about Trinity Lane Insurance Company Limited’s decision to accept liability following a claim under his motor insurance policy What happened In early September 2021 Mr E said he received police notification about an accident that happened on 21 Augu... (3 pages)View decision -
Decision Reference DRN-3939656
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3939656 The complaint Mr F has complained about his car insurer Admiral Insurance (Gibraltar) Limited because he was stopped by police who said he didn’t have insurance and when he called Admiral from the side of the road it initially found his cover but then said it was for a differen... (2 pages)View decision -
Decision Reference DRN0564413
11 Jul 2013 Santander UK Plc UpheldBanking and creditDEF Ltd (not the company’s real name) has said Santander UK Plc is wrong to hold it responsible for a number of transactions which occurred on its account. backgroundOur adjudicator agreed. She did not think DEF Ltd had either authorised the transactions or been grossly negligent with its... (1 page)View decision -
Decision Reference DRN-4346420
3 Oct 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4346420 The complaint Mr C complains that IPS Pensions Limited (IPS), trading as James Hay Partnership, caused an unnecessary delay to the transfer of his Self-Invested Personal Pension (SIPP) to another provider. I’ll refer to that provider as provider A. What happened Mr C had a SIPP... (10 pages)View decision
