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 4777 results
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Decision Reference DRN-3414539
3 May 2022 One Sure Insurance Limited Not upheldInsuranceDRN-3414539 The complaint Y complains that One Sure Insurance Limited mishandled a fleet insurance policy. Y is a courier company represented by Mrs I. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happene... (5 pages)View decision -
Decision Reference DRN-2880083
12 May 2022 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-2880083 The complaint Mr S says Hargreaves Lansdown Asset Management Limited (‘HL’) is responsible for the delayed transfers of his Self-Invested Personal Pension (‘SIPP’) and his Fund and Share Account (‘FSA’) to AJ Bell in 2020. He says the transfers were prompted by HL’s arbitrary a... (4 pages)View decision -
Decision Reference DRN-6090109
29 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6090109 The complaint Mr and Mrs E have complained about the way UK Insurance Limited (“UKI”) dealt with the claim they made after Mrs E was involved in a road traffic accident. What happened At the end of 2024, Mrs E was involved in an accident. So she contacted UKI to make a clai... (4 pages)View decision -
Decision Reference DRN-5759503
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5759503 The complaint Miss A has complained that Barclays Bank UK PLC (“Barclays”) failed to make it clear that she would need to re-register devices to be covered under a mobile phone insurance policy, provided through a Tech Pack. Miss A says she was not given the details of the n... (3 pages)View decision -
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-3254720
27 Jan 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3254720 The complaint The estate of the late Mr G complains that Barclays Bank UK PLC, trading as Barclays Smart Investor (“Barclays”), delayed acting on its instruction to sell shares. It wants Barclays to calculate how much the estate would have received if the shares were sold on th... (5 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 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-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