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 4569 results
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Decision Reference DRN5495452
7 Dec 2017 Sequant Capital Limited Not upheldInvestment and pensionsMr and Mrs B complain, through a claims management company (CMC). The complaint is about the advice given by Sequant Capital Limited to invest in Contract for Difference (‘’CFDs’’).They think the advice was unsuitable, and the risks of CFD trading were misrepresented.... (4 pages)View decision -
Decision Reference DRN-5199867
10 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5199867 The complaint Mr B complains Accelerant Insurance Europe SA/NV UK Branch (“A”) has declined to settle a buildings insurance claim against his commercial property insurance policy in full. For ease of reading references to Mr B include the actions of his wife and references ... (4 pages)View decision -
Decision Reference DRN-4873400
29 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4873400 The complaint Mr T complains that Haven Insurance Company Limited mishandled his clam on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van made by a large vehicle-maker with a diesel engine and first registered in Ma... (4 pages)View decision -
Decision Reference DRN-5456148
11 Jul 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5456148 The complaint Mr A has complained about the quality of a car provided on finance by Lloyds Bank PLC. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Lloyds supplied Mr A with a used car on a hire purchase agreement in September ... (4 pages)View decision -
Decision Reference DRN6786355
18 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMs N and Mr R complain that Lloyds Bank plc delayed in processing their loan application, and that as a result their business ultimately failed.background Ms N and Mr R owned a rural property, and decided to enter the holiday lettings business. They drew up a business plan and approached... (4 pages)View decision -
Decision Reference DRN-5108499
13 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5108499 The complaint Ms L complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and the facts are not in dispute. And so I’ll only summarise the key details of what happened.... (4 pages)View decision -
Decision Reference DRN-4105089
13 Jun 2023 Coverwise Ltd Not upheldInsuranceDRN-4105089 The complaint Mr E complains that Coverwise Ltd didn’t provide him with good customer service when he asked for assistance in making a travel insurance claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think... (4 pages)View decision -
Decision Reference DRN2336026
8 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr B has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Premier Life packaged bank account in 2008. backgroundTwo of our adjudicators have looked into Mr B’s complaint already and they didn’t think that Barclays mis-sold the packaged account to him. Mr B... (3 pages)View decision -
Decision Reference DRN4034194
8 Oct 2015 TSB Bank plc Not upheldBanking and creditMr S has complained that TSB Bank plc (“TSB”) mis-sold him Silver and Premier packaged bank accounts in 2008 and 2010. He paid a monthly fee for the accounts which included some benefits.backgroundOne of our adjudicators has looked into Mr S’ complaint already and sh... (3 pages)View decision -
Decision Reference DRN-5290793
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5290793 The complaint Mrs S is unhappy with the decision by Aviva Insurance Limited (Aviva) following a claim for damaged contents on her home insurance policy. Aviva is the underwriter of this policy. Aviva has accepted it is accountable for the actions of agents involved in the c... (4 pages)View decision
