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 4563 results
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Decision Reference DRN-5643552
27 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5643552 The complaint Mr N complains that Starling Bank Limited hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send funds to Company B... (3 pages)View decision -
Decision Reference DRN-3076411
30 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3076411 The complaint Mr R complains that Barclays Bank UK PLC (“Barclays”) didn’t help recover money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here. Instead, I’ll focus on giving my... (3 pages)View decision -
Decision Reference DRN-3997676
31 May 2023 Vitality Health Limited Not upheldInsuranceDRN-3997676 The complaint Ms C complains about the way Vitality Health Limited has handled claims she made under her private medical insurance policy. What happened In July 2020, Ms C took out a private medical insurance policy through Vitality. The policy was underwritten on a moratorium ... (6 pages)View decision -
Decision Reference DRN9596941
20 Nov 2013 Origen Financial Services Limited UpheldInvestment and pensionsMr B has complained about the advice he received in February 2005 to invest £70,000 of his pension fund in the PIP Exempt Trust which is an Unregulated Collective Investment Scheme (UCIS) invested in property.backgroundThe adjudicator wrote to Origen Financial Services Limited on 12 ... (4 pages)View decision -
Decision Reference DRN-4439716
18 Dec 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4439716 The complaint Mr H complains that Zurich Insurance plc unfairly avoided his commercial vehicle insurance policy and declined his claim. What happened Mr H purchased a motor trade insurance policy with Zurich. Following a third-party claim for an accident and a claim from Mr H f... (3 pages)View decision -
Decision Reference DRN-3593036
25 Jul 2022 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3593036 The complaint Mr M says that St James's Place UK plc (SJP) was responsible for delays in effecting his disinvestment instructions when he decided to switch his Self-invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Scheme (QROPS). He says t... (6 pages)View decision -
Decision Reference DRN0770401
30 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclays Bank PLC, trading as Barclaycard, and its predecessor, should have registered defaults in relation to his credit card accounts in 2009 and treated him unfairly in not doing so.backgroundIn 2009, Mr L entered into a debt management programme and paid redu... (3 pages)View decision -
Decision Reference DRN-5625451
31 Jul 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5625451 The complaint Mr A complains about Mulsanne Insurance Company Limited (Mulsanne) declining a claim under his motor insurance policy for the theft of his vehicle. Any reference to Mulsanne in this decision includes their agents. Mr A was supported by a representative when b... (3 pages)View decision -
Decision Reference DRN-3986695
10 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3986695 The complaint Ms H complains that Barclays Bank UK PLC told her incorrect information which led to her incurring legal costs. What happened Ms H contacted Barclays and asked if it was possible that her ex-husband, who had been abusive and controlling, could have gained access t... (3 pages)View decision -
Decision Reference DRN-2925530
12 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2925530 The complaint Miss S complains that Bank of Scotland plc (trading as Halifax) didn’t enter her into a prize draw as they said they would. What happened Miss S has a savings account with Halifax. The terms of that account said that customers are eligible to be entered into a mon... (3 pages)View decision
