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 369228 results
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Decision Reference DRN-5259490
19 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5259490 The complaint Mr and Mrs P are unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t replace the pump after they had their boiler repaired. For ease of reading, I’ll refer to Mr P throughout my decision. When I refer to Mr P or Admiral, it should be taken to ... (3 pages)View decision -
Decision Reference DRN-5404097
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5404097 The complaint Miss F complains about U K Insurance Limited’s handling of her subsidence claim. What happened The background to this case is well known to both parties, so I’ll provide only a brief summary here concentrating on the key issues as I see them. Miss F has been re... (11 pages)View decision -
Decision Reference DRN-3249398
19 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3249398 The complaint Mr B has complained about the actions of The Royal London Mutual Insurance Society Limited when it transferred his personal pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. The QROPS subsequently invested in an asset that now has a... (15 pages)View decision -
Decision Reference DRN-5342796
19 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5342796 The complaint Mr D complains that Trading 212 UK Limited (‘Trading 212’) should’ve stopped him trading on its platform. What happened In February 2023 Mr D opened an account with Trading 212 to trade contracts for difference (CFDs). He says he’d previously had trading accoun... (4 pages)View decision -
Decision Reference DRN-5410932
19 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5410932 The complaint Ms H has complained about her mortgage she holds with Barclays Bank UK PLC. Her complaint can be summarised under two broad points: Due to an error made by Barclays in November 2022, arrears were recorded on her credit file which she said ruined her credit ra... (3 pages)View decision -
Decision Reference DRN-4946022
19 Mar 2025 Society of Lloyd's Not upheldInsuranceDRN-4946022 The complaint Ms D is unhappy with how long Society of Lloyd’s (Lloyd’s) is taking to settle a subsidence claim made under her landlord insurance policy. Any references to Lloyd’s include its agents. What happened Ms D has a long running subsidence claim with Lloyd’s. She’... (2 pages)View decision -
Decision Reference DRN-5401656
19 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5401656 The complaint Mr A complains that Assurant General Insurance Limited incorrectly logged a claim on his mobile insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (2 pages)View decision -
Decision Reference DRN-5375754
19 Mar 2025 DP Pensions Limited UpheldPensions and AnnuitiesDRN-5375754 The complaint Mr J is unhappy that DP Pensions Limited (‘DP’) failed to exercise sufficient due diligence before accepting his pension switch to his self-invested personal pension (‘SIPP’) and permitting the Ethical Forestry investment within this, causing him a financial lo... (32 pages)View decision -
Decision Reference DRN-5394495
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5394495 The complaint Mr R and his parents complain HSBC UK Bank Plc sent them correspondence with private information visible in the window of the envelope and didn’t then investigate properly. What happened Mr R has a joint account with HSBC. His parents are the other two joint ac... (2 pages)View decision -
Decision Reference DRN-5216595
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216595 Complaint Ms M is unhappy that Revolut didn't reimburse her after she told it she'd fallen victim to a scam. Background In late 2022, Ms M came across a post on social media promoting a lucrative investment opportunity. She expressed interest and was contacted by s... (3 pages)View decision
