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 4361 results
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Decision Reference DRN-2888114
22 Jun 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2888114 The complaint Mr E and Mrs E complain that Nationwide Building Society (Nationwide) mishandled a Power of Attorney. What happened Mrs E gave Mr E and his brother Power of Attorney (POA) over her property and financial affairs in June 2019. The joint current account for Mr E and... (5 pages)View decision -
Decision Reference DRN8003316
14 Feb 2020 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr A complains that a training course that he paid for using a fixed sum loan agreement with Caledonian Consumer Finance Limited was misrepresented to him and wasn’t of satisfactory quality.backgroundMr A entered into a fixed sum loan agreement with Caledonian Consumer Finance in January 2... (2 pages)View decision -
Decision Reference DRN-3438525
16 Dec 2022 Trading 212 UK Limited Not upheldInvestmentsDRN-3438525 The complaint Mr G complains Trading 212 UK Limited (“Trading 212”) will not arrange for his shares to be registered into his own name. What happened Mr G bought shares using his Trading 212 account. His shares are registered to a nominee and held in a pooled (omnibus) account ... (3 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision -
Decision Reference DRN-2219653
30 Sep 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-2219653 The complaint Mrs K complains AXA Insurance UK Plc said her car isn’t insured with them after she was involved in an accident. Mrs K has been represented on this complaint, for ease of reading any reference to Mrs K also includes her representative. What happened Mrs K was comi... (3 pages)View decision -
Decision Reference DRN-5492013
17 Apr 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5492013 The complaint Mr P complains that Embark Investment Services Limited (‘Embark’) unfairly delayed the transfer of his ISA causing him financial loss. Mr P had also complained about the receiving firm who I’ll refer to as ‘C’ below but hasn’t referred that complaint to our se... (9 pages)View decision -
Decision Reference DRN-4702882
28 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4702882 The complaint Mr and Mrs C’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to the registration of their property at HM Land Registry. They believe this was the responsibility of Halifax and as the property remains unregistered, Halifax should pay to ... (3 pages)View decision -
Decision Reference DRN-3592640
5 Aug 2022 Qmetric Group Limited Not upheldInsuranceDRN-3592640 The complaint Mr V complains that Qmetric Group Limited (trading as Policy Expert) unfairly cancelled his motor insurance policy. Where I refer to Policy Expert, I refer to the above-named company and I include employees and others insofar as I hold Policy Expert responsible fo... (3 pages)View decision -
Decision Reference DRN-3160616
19 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3160616 The complaint Mr L and Mrs L complain that Admiral Insurance Company Limited closed their claim on their motor insurance company and didn’t recover their policy excess as they had expected. Mrs L is a named driver on Mr L’s policy. What happened Mrs L was involved in a collisio... (3 pages)View decision
