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-4874220
26 Nov 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4874220 The complaint Ms H complains about the length of time it took Hargreaves Lansdown Asset Management Limited to transfer her stocks and shares ISA to a different firm. What happened Ms H requested a transfer of her stocks and shares ISA in December 2022 from HL to a different ... (4 pages)View decision -
Decision Reference DRN-5448621
3 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5448621 The complaint Ms A and Mr C complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker with a powerful engine ... (5 pages)View decision -
Decision Reference DRN-4936613
7 Mar 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-4936613 The complaint Mr G complains about Jarvis Investment Management Limited (Jarvis). He said Jarvis put restrictions on his account and because of this, he couldn’t get access to his money or shares. He would like Jarvis to apologise and compensate him for his losses. What hap... (4 pages)View decision -
Decision Reference DRN-4633336
26 Feb 2024 Cofunds Limited UpheldInvestmentsDRN-4633336 The complaint Mrs S complains that Cofunds Limited, trading as Aegon transferred her stocks and shares Individual Savings Account (ISA) to a third-party without conducting appropriate and necessary checks. What happened Mrs S says she intended to transfer a stocks and shares IS... (4 pages)View decision -
Decision Reference DRN-4088016
2 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4088016 The complaint Mr A complains that Lloyds Bank PLC mis-handled the management of his account details and personal data. There were several instances of fraud on the account and Mr A blames Lloyds for it. Mr A also complains that during the fraud investigation he ‘never felt supp... (5 pages)View decision -
Decision Reference DRN4658068
12 Sep 2016 Experian Limited Not upheldBanking and creditMr H complains that Experian Limited failed to record information sent by his local Council about his electoral roll registration, which led to him being refused credit.backgroundMr H applied for a credit card in December 2015 but was initially refused. He says the rele... (4 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN4168216
9 Nov 2020 The Royal Bank of Scotland Plc UpheldBanking and creditComplaint Mr H and Mrs H have complained that The Royal Bank of Scotland Plc mis sold a business loan and gave poor financial advice. Background Mr H and Mrs H run a farming business. At the relevant time, they were trading as the WAJH partnership. In 2013, an opportunity arose to buy a pl... (4 pages)View decision -
Decision Reference DRN-2556618
10 Jun 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2556618 The complaint Mr A claims that Automobile Association Insurance Services Limited (the “AA”) unfairly cancelled his motor insurance and then failed to automatically renew it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision -
Decision Reference DRN-4292989
14 Aug 2023 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4292989 The complaint This complaint’s about an equity release lifetime mortgage that Mrs O took out in October 2013 with Aviva Life & Pensions UK Limited, on the advice of a third party advisor. There are various aspects to the complaint; these include the sale of the mortgage in ... (4 pages)View decision
