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 4269 results
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Decision Reference DRN-2718946
29 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2718946 The complaint Mrs Q complains, through her husband Mr Q, that Admiral Insurance Company Limited is responsible for poor service in connection with a motor insurance policy. What happened The Financial Ombudsman Service deals with a consumer’s complaint against an insurance com... (4 pages)View decision -
Decision Reference DRN-4321268
5 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4321268 The complaint Mr C complains that Lloyds Bank PLC provided him with poor customer service in relation to him switching his bank account to them and the errors that later occurred. What happened Mr C says he switched a current account with another provider to Lloyds. He says the... (3 pages)View decision -
Decision Reference DRN-2525348
11 Feb 2021 Forester Life Limited UpheldInvestmentsDRN-2525348 The complaint Mr R’s complaint is about a transfer from a Child Trust Fund (CTF) with Forester Life Limited. He is unhappy that the value transferred was calculated using the unit price on the date the transfer request was received by Forester, rather than that of the date of t... (4 pages)View decision -
Decision Reference DRN-4500789
8 Dec 2023 U K Insurance Limited UpheldInsuranceDRN-4500789 The complaint Mr M is unhappy with the settlement paid to him by U K Insurance Limited trading as Churchill Insurance (“Churchill”) following a claim he made on his motor insurance policy. What happened Mr M was involved in a motor accident and his car was damaged, so he made a... (4 pages)View decision -
Decision Reference DRN-5280100
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5280100 The complaint Mr A complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr A is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr A directly. What happened Mr... (4 pages)View decision -
Decision Reference DRN-2911729
25 Jul 2022 Vanguard Asset Management Ltd Not upheldPensions and AnnuitiesDRN-2911729 The complaint Mr M complains that Vanguard Asset Management Ltd (“Vanguard”) failed to complete the transfer of some pension savings he held with another provider in a timely manner. What happened Mr M held pension savings with another provider. In March 2020 he discussed the t... (4 pages)View decision -
Decision Reference DRN-4063136
24 May 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4063136 The complaint Mr A complains that ATLANTA 1 INSURANCE SERVICES LIMITED trading as Mackenzie Hodgson mis-sold him a personal accident policy. What happened Mr A was involved in an accident when riding his motorbike. He’d purchased a personal accident policy but had multiple issu... (4 pages)View decision -
Decision Reference DRN-4751262
28 Jan 2025 Renault Retail Group UK Limited Not upheldConsumer CreditDRN-4751262 The complaint Mrs T complains that Renault Retail Group UK Limited (“Renault”) added charges for unwanted extras to her car hire purchase agreement. When I refer to what Mrs T has said and what Renault has said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN1508961
27 Jan 2016 Lloyds Bank PLC Not upheldBanking and creditM, a partnership, complains loans it was given by Bank of Scotland plc were mis-sold. It also complains about the way the bank handled the recovery of its debt.backgroundThe background to M’s complaint is set out in the provisional decision issued on 18 November 20... (4 pages)View decision -
Decision Reference DRN8553608
20 Apr 2020 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs B complain that Inter Partner Assistance SA (“IPA”) hasn’t acted fairly or reasonably when dealing with their claim under a legal expenses insurance policy. They want matters put right.backgroundMr and Mrs B had a legal expenses insurance policy with IPA. They were sued by a len... (4 pages)View decision
