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 388057 results
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Decision Reference DRN-5705435
21 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5705435 The complaint Mr S, trading as an enterprise I’ll refer to as T, complains about the decision made by Royal & Sun Alliance Insurance Limited (RSA) in relation to a business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened Both partie... (3 pages)View decision -
Decision Reference DRN-5693933
21 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5693933 The complaint Mrs J’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-5699605
21 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5699605 The complaint B, a limited company, complains that Lloyds Bank Plc won’t reimburse them for funds they lost when they were defrauded. What happened The facts of this case are well known to both parties, and largely not in dispute. So, I will cover them off only briefly here... (4 pages)View decision -
Decision Reference DRN-5374818
21 Jul 2025 Curtis Banks Limited Not upheldPensions and AnnuitiesDRN-5374818 The complaint Mr T complains that Curtis Banks Limited trading as Curtis Banks (Curtis Banks) incorrectly instructed his investment manager to sell the equity holdings from his Self-Invested Personal Pension (SIPP). Curtis Banks carried out a loss assessment which it felt sh... (7 pages)View decision -
Decision Reference DRN-5595525
21 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5595525 The complaint Mr B complains that National Westminster Bank PLC (“NatWest”) refused to refund money that he’d paid in error. What happened Mr B says that he made a payment of around £2,160 and then decided it was an error. He says he attempted to recall the money, but NatWe... (2 pages)View decision -
Decision Reference DRN-5704133
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5704133 The complaint Ms B complains about the handling of her car insurance claim by Aviva Insurance Limited and the delay to settling it. What happened In February 2023, Ms B’s car was involved in an accident with another vehicle. She submitted a claim to Aviva. Aviva contacted th... (7 pages)View decision -
Decision Reference DRN-5525091
21 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5525091 The complaint Mrs B has complained that HSBC UK Bank Plc won’t refund the money she lost after falling victim to a scam. What happened In summer 2024, Mrs B fell victim to an investment scam after seeing an advert on social media promising large returns. Over the course of s... (3 pages)View decision -
Decision Reference DRN-5690711
21 Jul 2025 SG Fleet UK Limited Not upheldConsumer CreditDRN-5690711 The complaint Mr T complains about the quality of a used car that was supplied through a hire agreement with SG Fleet UK Limited (SG). What happened In May 2023, Mr T acquired a used car through a hire agreement with SG. The car was about two years old and had travelled 17,0... (3 pages)View decision -
Decision Reference DRN-5536804
21 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5536804 The complaint Ms K complains that Quai Investment Services Limited trading as Intelligent Money (“Quai”) failed to carry out administrative activities on her pension in a timely manner. Specifically she complains that income payments she had requested were delayed, and that ... (5 pages)View decision -
Decision Reference DRN-5610687
21 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5610687 The complaint Mr D, a sole-trader, complains about the handling of his commercial motor insurance claim by Zurich Insurance Company Ltd. What happened The following is intended only as a brief summary, as both parties are aware of the circumstances. Additionally, even where ... (3 pages)View decision