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-4460562
5 Dec 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4460562 The complaint Ms C and Mr H complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of their claim under their car insurance policy. Ms C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN6229782
24 Sep 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr R complains that Zurich Insurance PLC paid a claim made by a third party on his commercial vehicle policy after the third party commenced legal proceedings. He is unhappy that this has resulted in an increased premium.backgroundMr R was stopped by a third party when leaving his veh... (3 pages)View decision -
Decision Reference DRN-4799043
15 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4799043 The complaint H, a partnership, complains that Lloyds Bank PLC lost the deeds to H’s land. H has been represented in this complaint by one of the partners, Miss O. What happened H had a business overdraft with Lloyds. It granted Lloyds a charge over some of its land as security... (3 pages)View decision -
Decision Reference DRN-4775803
8 May 2024 Weatherbys Bank Limited Not upheldBanking and PaymentsDRN-4775803 The complaint Mr M complains that Weatherbys Bank Limited has charged VAT on his fees when he was no longer VAT registered. Mr M is represented in his complaint by a professional adviser but for ease, I will continue to refer to Mr M as though he is bringing the complaint himse... (3 pages)View decision -
Decision Reference DRN-2850931
24 Jun 2021 TSB Bank plc UpheldMortgagesDRN-2850931 The complaint Mr and Mrs A say they incurred a large legal bill in 2017 due to errors made by TSB Bank plc’s solicitor in registering the legal charge when they remortgaged in 2015. What happened I issued my provisional decision in April 2021, the findings of which stated: “I’... (3 pages)View decision -
Decision Reference DRN-3935124
20 Mar 2023 esure Insurance Limited Not upheldInsuranceDRN-3935124 The complaint Ms M has complained that esure Insurance Limited trading as esure has undervalued her vehicle following a claim she made on her motor insurance policy. What happened A third party collided with Ms M, so she submitted a claim to esure. Her vehicle was ... (4 pages)View decision -
Decision Reference DRN-5826834
31 Oct 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-5826834 The complaint Ms C’s complaint is about a Self-Invested Personal Pension (‘SIPP’) she holds jointly with her husband, and about its transfer from The IPS Partnership Limited trading as James Hay Partnership (‘JHP’) to Dentons Pension Management Limited (‘Dentons’). She says ... (18 pages)View decision -
Decision Reference DRN-4266408
23 Aug 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4266408 The complaint Mr C complains that Quilter Life and Pensions Limited (Quilter) delayed the transfer of the cash part of his pension funds to his new pension provider (provider V), causing him financial detriment. He feels that Quilter’s practice of not transferring cash until al... (8 pages)View decision -
Decision Reference DRN6665194
18 Sep 2015 Barclays Bank Plc Not upheldBanking and creditMrs D complains that Barclays Bank PLC, trading as Barclaycard, will not consider her complaint about a car she says she purchased using her credit card. Mrs D’s complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974.backgroundMrs D say... (2 pages)View decision -
Decision Reference DRN-5713076
29 Sep 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5713076 The complaint X is represented by R (holder of a Lasting Power of Attorney/’LPA’ for X). R is also, separately, the executor of an estate from which a Stocks & Shares Individual Savings Account – the ‘estate ISA’ – was bequeathed to X. The estate ISA was/is held with Ban... (7 pages)View decision