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 4196 results
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Decision Reference DRN-4328904
10 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4328904 The complaint Mr J complains that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened In early 2022, Mr J had a car. He insured it on a comprehensive policy for the year from 1 March 2022. The policy was in the name of an insurance i... (4 pages)View decision -
Decision Reference DRN-5175773
28 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5175773 The complaint Mr S complains about problems renewing his car insurance policy provided by First Central Underwriting Limited. During the events of this complaint, First Central Underwriting Limited were known by its previous registered company name of Skyfire Insurance Comp... (3 pages)View decision -
Decision Reference DRN0744245
25 Nov 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S complains about the rejection of his travel claim by AXA Insurance UK Plc. backgroundMr S was burgled whilst on holiday, he claimed for some currency and a computing device. AXA asked for proof that he owned the device, and evidence of the source of the curren... (1 page)View decision -
Decision Reference DRN7950655
29 Mar 2016 esure Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that esure Insurance Limited settled a third party’s claim against his motor insurance policy.backgroundIn January 2015, a third party made a claim against Mr A’s policy. The third party said that Mr A had damaged her car. She had a statement from ... (4 pages)View decision -
Decision Reference DRN4051969
20 Mar 2014 Santander UK Plc Not upheldBanking and creditMrs and Ms C complain that Santander UK plc defaulted their account and passed it to a debt collection agency even though they had been keeping to a payment agreement. They are being asked immediately to repay the full overdraft on the account. background Mrs and Ms C’s joint curre... (2 pages)View decision -
Decision Reference DRN7218463
27 Mar 2019 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr B says Alliance Trust Savings Limited (“ATS”) unnecessarily delayed transferring his Self-Invested Personal Pension (SIPP). backgroundA brief summary of the circumstances leading to this complaint, and my initial conclusions, were set out in my provisional decision, a... (5 pages)View decision -
Decision Reference DRN-5217633
2 Jan 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5217633 The complaint Mr M complains that The Prudential Assurance Company Limited has failed to treat him fairly when it delayed the payment of some pension benefits due to him. What happened Mr M is terminally ill. So in this complaint he has been represented by a family member wh... (4 pages)View decision -
Decision Reference DRN-2923216
16 Jul 2021 Oodle Financial Services Limited UpheldConsumer CreditDRN-2923216 The complaint Miss W complains that the car she acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance wasn’t of satisfactory quality. She wants to reject the car. What happened Miss W entered into a hire purchase agreement... (4 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-4713881
11 Jun 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4713881 The complaint Mrs F complains about the service she’s received from Embark Service Limited (formally Hornbuckle Mitchell Group Ltd). She say’s they’ve failed to help rectify issues with two land investments held in her late husband’s pension. What happened Mrs F’s late husband ... (9 pages)View decision
