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 4755 results
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Decision Reference DRN-5229988
14 Feb 2025 Equiniti Financial Services Limited UpheldInvestmentsDRN-5229988 The complaint Mr and Mrs V complain Equiniti Financial Services Limited (EFSL) is preventing them from selling shares they own and have the proceeds paid to their bank account. What happened Mr and Mrs V purchased shares several years ago and held some of them in certificate... (3 pages)View decision -
Decision Reference DRN-5200261
11 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5200261 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made (then later withdrew) on his commercial motor insurance policy. What happened In October 2023 an object fell from a truck on a motorway, causing damage to Mr B’s vehicle. He ... (3 pages)View decision -
Decision Reference DRN9759042
23 Aug 2013 MBNA Limited UpheldInsurance (excluding PPI)Mrs B complains she was mis-sold a card protection policy by MBNA Limited. She says when she complained to MBNA about the mis-sale, MBNA made errors and took aggressive enforcement action which led to her suffering considerable financial loss and distress and inconvenience.backgrou... (4 pages)View decision -
Decision Reference DRN-2586039
19 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2586039 The complaint Mr P has complained that Aviva Insurance Limited declined a backdated unemployment claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr P was made redundant in April 2019. At that point he did not register as unemployed and he ... (3 pages)View decision -
Decision Reference DRN-5960867
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5960867 The complaint Mr P on behalf of his business J complains about the difficulties he experienced with making a payment transfer using Lloyds Bank PLC’s (“Lloyds”) Voice Response system resulting in him not having access to his funds over the weekend. In particular, Mr P is unh... (4 pages)View decision -
Decision Reference DRN4552247
14 Dec 2016 Scottish Widows Unit Trust Managers Limited Not upheldInvestment and pensionsMrs M complains, through her representative Mrs G, that Scottish Widows Unit Trust Managers Limited closed her investment account without authority and then wouldn’t issue a cheque for the proceeds of the account to Mrs G who held a power of attorney (POA).backgroundS... (3 pages)View decision -
Decision Reference DRN3593336
29 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D’s complaint concerns the amount Direct Line / UK Insurance Limited (UKI) have offered to pay for his claim for accidental damage to his patio door.backgroundThe circumstances of this complaint were set out in my provisional decision of June 2013, a copy of which is attached and f... (5 pages)View decision -
Decision Reference DRN-4955563
22 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4955563 The complaint B, a limited company, complains that Barclays Bank UK PLC didn’t respond to its requests for a status enquiry leading to financial loss. What happened B explains that it needed to be registered with a regulator to operate. And that it required information from ... (4 pages)View decision -
Decision Reference DRN-4559836
23 Feb 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4559836 The complaint Mr P complains about Nutmeg Saving and Investment Limited trading as Nutmeg (“Nutmeg”). He complains that after opening an investment portfolio trading account Nutmeg treated him unfairly because it failed to pay him £100, as part of a promotional offer which he r... (4 pages)View decision -
Decision Reference DRN-5749644
18 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5749644 The complaint Mr G complains that a van that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr G under a hire purchase agreement with MotoNovo Finance that he electron... (3 pages)View decision