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 4563 results
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Decision Reference DRN-4018837
27 Mar 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4018837 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited (RSA) and the decision to cancel his motor insurance policy. What happened On 4 August 2022, Mr C took out a motor insurance policy underwritten by RSA. This policy was reviewed by RSA and in mid-Sept... (3 pages)View decision -
Decision Reference DRN-3515676
2 Aug 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3515676 The complaint Mrs G is unhappy because Barclays Bank UK PLC (Barclays) didn’t reimburse all the money she lost in a scam. What happened The payments in this case were made from Mrs G’s account but she has explained that her husband, who I’ll refer to as Mr V, was the one who sp... (4 pages)View decision -
Decision Reference DRN-4988147
10 Jan 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4988147 The complaint Mr W complains about how Zurich Assurance Ltd (Zurich) handled his transfer to another provider to facilitate an annuity purchase and said he has suffered a financial loss as a result. What happened The history leading up to this complaint is well known to the... (4 pages)View decision -
Decision Reference DRN-4641636
5 Mar 2024 In2 Planning Limited UpheldPensions and AnnuitiesDRN-4641636 The complaint Mr S is represented by his solicitors. His case is about the Small Self-Administered Scheme (‘SSAS’) he set up for his company in July 2016, and the investments made in the SSAS (following employer contributions into it) in August 2016 and February 2017. Those inv... (13 pages)View decision -
Decision Reference DRN0368922
7 Apr 2014 Ian Ferrell Associates Limited UpheldInsurance (excluding PPI)The late Mr B complained that he was given advice by Ian Ferrell Associates Limited (“IFA”) which caused him a financial loss, because he was unable to make a claim under his critical illness insurance policies after they had been cancelled.backgroundIn 2005, Mr B sought advice from IFA... (4 pages)View decision -
Decision Reference DRN3410059
28 Feb 2020 Cofunds Limited Not upheldInvestment and pensionsMr G is unhappy that Cofunds Limited has taken its charges by selling funds from his ISA and not from his cash account as usual. backgroundMr G has had a stock and shares Individual Savings Account (ISA) and a General Investment Account (previously known as “cash account”) with Cofunds sin... (4 pages)View decision -
Decision Reference DRN-5185011
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5185011 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and then focus on ex... (4 pages)View decision -
Decision Reference DRN7502881
15 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains that a claim which arose in June 2008 under his motor insurance policy withAdmiral Insurance Company Limited still remains open, and that Admiral’s communicationwith him has been poor.background I set out the circumstances leading to this complaint, and my provisional fi... (5 pages)View decision -
Decision Reference DRN-2790191
28 Jul 2021 QIC Europe Ltd UpheldInsuranceDRN-2790191 The complaint Mr O complains that QIC Europe Ltd (QIC) have unfairly handled a claim under his motor insurance policy. Mr O made a separate complaint about QIC’s handling of his claim up to 2 June 2020. This complaint looks at QIC’s handling of the claim up to the date of this ... (4 pages)View decision -
Decision Reference DRN-5337244
17 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-5337244 The complaint Miss S had a car conditional sale agreement with Close Brothers Limited (CBL) and she is unhappy they allowed a third-party to settle the agreement. She is also unhappy as she though that CBL during this process might have also provided her personal data to the... (4 pages)View decision
