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-5204993
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5204993 The complaint Mr L complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (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-5571192
10 Nov 2025 First Central Insurance Management Limited Not upheldConsumer CreditDRN-5571192 The complaint Mr V complains about an outstanding debt with First Central Insurance Management Limited (“FCIML”) which has impacted his credit file. What happened In April 2022, Mr V took out an insurance policy to insure a car. To pay for the policy, Mr V took out a credit... (4 pages)View decision -
Decision Reference DRN-4918044
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4918044 The complaint Mr and Mrs A complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an investment scam. What happened Mr and Mrs A say that they were persuaded to invest with a company I’ll refer to as H in ... (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-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-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-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-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-3677562
13 Oct 2022 RCI Financial Services Limited UpheldConsumer CreditDRN-3677562 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services was of an unsatisfactory quality. What happened In November 2019, Mr M was supplied with a new car through a hire pu... (4 pages)View decision