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 381196 results
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Decision Reference DRN-5585513
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5585513 The complaint Mrs M complains that Lloyds Bank PLC closed her overdraft and made it difficult for her to repay what she owed. What happened In 2024, Mrs M did an account switch from Lloyds to another bank. At the time, she didn’t realise she was completing a switch. As a re... (3 pages)View decision -
Decision Reference DRN-5744903
8 Aug 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5744903 Complaint Mr B is unhappy that Northern Bank Limited trading as Danske Bank (“Danske Bank”) didn’t reimburse him after he reported falling victim to a scam Background Mr B was in the market for a vehicle and came across an online advert for one listed at £8,200. The advert m... (4 pages)View decision -
Decision Reference DRN-5597379
8 Aug 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5597379 The complaint Miss G complains that Allianz Insurance Plc has unfairly declined a claim under her equine insurance policy. Where I refer to Allianz, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed ba... (3 pages)View decision -
Decision Reference DRN-5745104
8 Aug 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5745104 The complaint Mr C complains that First Central Underwriting Limited unfairly declined a claim he made under his home insurance policy. First Central is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As First Centr... (6 pages)View decision -
Decision Reference DRN-5714585
8 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5714585 The complaint Mr R complains that Acromas Insurance Company Limited mishandled a claim on a breakdown insurance policy. What happened Mr R had a packaged bank account that gave him benefits including European breakdown cover from Acromas. He had a campervan, made by a Fren... (6 pages)View decision -
Decision Reference DRN-5744417
8 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5744417 The complaint Miss L complains Lloyds Bank PLC keeps on blocking her accounts even though she’s more than able to manage her finances and that it constantly questions her but doesn’t listen. What happened Miss L has three accounts with Lloyds Bank – a current account, a savi... (3 pages)View decision -
Decision Reference DRN-5640574
8 Aug 2025 GSI WEALTH MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-5640574 The complaint Mrs A complains about the advice given by GSI Wealth Management Ltd (‘GSI’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her and will ca... (10 pages)View decision -
Decision Reference DRN-5741243
8 Aug 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5741243 The complaint Mr D complains that AFH Independent Financial Services Limited (“AFH”) gave him unsuitable advice to move his pension. What happened Mr D had an existing relationship with AFH as his advisers, and met with them in August 2019 to discuss elements of his financia... (7 pages)View decision -
Decision Reference DRN-5740090
8 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5740090 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (IPA) declined their travel insurance claim. My references to IPA include its claim handling agents. What happened Mr and Mrs C and two teenage children had single trip travel insurance insured by IPA. Thei... (3 pages)View decision -
Decision Reference DRN-5723937
8 Aug 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5723937 The complaint Mr S complains about Advantage Insurance Company Limited’s decision to decline a claim for valuables he says were stolen from his home. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr S... (5 pages)View decision
