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 4395 results
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Decision Reference DRN-4053638
20 Apr 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4053638 The complaint Ms P complains that Zurich Insurance PLC (Zurich) avoided her commercial motor insurance policy and declined cover for a claim following an accident. Any reference to Zurich includes its agents. What happened Ms P was involved in a collision with another vehicle i... (4 pages)View decision -
Decision Reference DRN-3179914
21 Feb 2022 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3179914 The complaint Mrs P has complained about Scottish Equitable Plc trading as AEGON Scottish Equitable (“Aegon”) as she feels it didn’t carry out the necessary due diligence when she transferred her pension. Mrs P is represented by a claims management company; however for ease I’l... (4 pages)View decision -
Decision Reference DRN-4474755
3 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4474755 The complaint Mr and Mrs A complain that Barclays Bank UK PLC (“Barclays”) racially discriminated against them when carrying out its security checks by refusing to remove a block that had been applied to their account following them correctly answering security questions put to... (4 pages)View decision -
Decision Reference DRN-5243394
8 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5243394 The complaint Mr L has complained about the quality of a car provided on finance by Close Brothers Limited trading as Close Brothers Motor Finance. What happened Close Brothers supplied Mr L with a used car on a conditional sale agreement in September 2023. The cash price o... (4 pages)View decision -
Decision Reference DRN-4897144
20 Feb 2025 Brewin Dolphin Limited Not upheldInvestmentsDRN-4897144 The complaint Mr and Mrs M have complained about the advice and services they received from Brewin Dolphin Limited (‘Brewin’) and the fees paid. They say they were charged for unnecessary services that were not in their best interests and they haven’t been provided with the ... (5 pages)View decision -
Decision Reference DRN-5302432
19 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5302432 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited (Admiral) cancelling his motor insurance policy. Any reference to Admiral in this decision includes their agents. What happened In April 2024 Mr B took out a motor insurance policy with Admiral, throu... (4 pages)View decision -
Decision Reference DRN-5167348
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5167348 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a privat... (4 pages)View decision -
Decision Reference DRN-5432518
28 Jul 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5432518 The complaint Mr R complains about how Haven Insurance Company Limited (“Haven”) valued his car following a claim made on his taxi insurance policy. He is also unhappy with the amount Haven is charging him to allow him to retain the car. What happened Mr R is a private hire... (4 pages)View decision -
Decision Reference DRN-2050309
19 Aug 2020 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2050309The complaintMr G complains that he’s been unable to access online banking for his new account withHSBC UK Bank Plc.What happenedIn early September 2019, Mr G opened a new student account with HSBC. He tried toregister for online banking, and found out that HSBC would have to se... (4 pages)View decision -
Decision Reference DRN9953260
24 May 2019 RAC Insurance Limited UpheldInsurance (excluding PPI)Ms S complains about the service she received following a claim against herEuropean motor breakdown cover provided by RAC Insurance Limited.backgroundThe background to this complaint was set out in my provisional decision of 2 May 2019, an extract of which is attache... (5 pages)View decision
