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 4777 results
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Decision Reference DRN4653929
26 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditComplaint Mr C complains that Barclays Bank UK PLC pressured him into selling assets and then his home at less than market value. He also complains that Barclays unfairly withdrew an offer to extend the term of his mortgage. Background Mr C took an 8 year, interest only, residential mortga... (6 pages)View decision -
Decision Reference DRN-5150214
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5150214 The complaint Mrs B has complained, with the help of a professional representative, about a transfer of her Phoenix Life Limited (‘Phoenix Life’) personal pension policies to a small self-administered scheme (‘SSAS’) in January 2015. Mrs B’s SSAS was subsequently used to inv... (15 pages)View decision -
Decision Reference DRN8731591
13 Feb 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs C have complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold them a Royalties Gold packaged bank account in 2009. They paid a monthly fee for the account which provided several benefits in return. Mr and Mrs C have also complained that RBS has ... (3 pages)View decision -
Decision Reference DRN-4713211
2 Oct 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4713211 The complaint Mr D complains that Financial Administration Services Limited, trading as Fidelity, didn’t transfer the interest on his cash balance when he transferred his ISA to a new provider. He says Fidelity didn’t communicate with him, which caused him upset and inconven... (3 pages)View decision -
Decision Reference DRN-5287159
12 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5287159 The complaint Mr B complains that Experian Limited are reporting incorrect information on his credit file. What happened Mr B is unhappy that Experian are reporting an incorrect address on his credit file. He says that Experian are reporting a linked address where he has nev... (3 pages)View decision -
Decision Reference DRN-3326780
24 May 2022 U K Insurance Limited Not upheldInsuranceDRN-3326780 The complaint Mrs D has complained that the market value of her car as detailed by U K Insurance Limited (UKI) under her motor policy, following an accident wasn’t enough bearing in mind the make and model of Mrs D’s car. Mrs D has been represented by her son, Mr D. However, fo... (3 pages)View decision -
Decision Reference DRN-5114660
12 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5114660 The complaint A company, which I’ll refer to as G, complains about the amount Aviva Insurance Limited (Aviva) paid in settlement of a claim under its mini fleet insurance policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll ... (3 pages)View decision -
Decision Reference DRN-5370386
30 Sep 2025 Danske Bank A/S UpheldBanking and PaymentsDRN-5370386 The complaint Mr K complains that Danske Bank A/S didn’t do enough to protect him from the financial harm caused by a purchase scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ... (3 pages)View decision -
Decision Reference DRN-3500021
14 Jul 2022 Amtrust Europe Limited Not upheldInsuranceDRN-3500021 The complaint Mr M complains about how Amtrust Europe Limited dealt with his claim against his legal expenses insurance policy. Reference to Amtrust includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (3 pages)View decision -
Decision Reference DRN-4652543
8 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4652543 The complaint Mr E made a claim on his Accredited Insurance (Europe) Ltd (‘AIE) legal expenses insurance policy for cover to bring a claim in relation to a problem affecting his property, which AIE declined. Mr E is unhappy with AIE’s decision and the way they handled his claim... (3 pages)View decision