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 381195 results
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Decision Reference DRN-5614053
11 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5614053 The complaint Mr C is unhappy with how he has been treated by Topaz Finance Limited trading as Hyalite Mortgages, in relation to his mortgage. What happened Mr C took out a joint mortgage with his ex-partner in August 2006. They borrowed approximately £94,000 over 25 years, ... (3 pages)View decision -
Decision Reference DRN-5407103
11 Jun 2025 Smart Insurance Services Ltd UpheldInsuranceDRN-5407103 The complaint Mr C and Mrs C have complained that Smart Insurance Services Ltd trading as Coversure Insurance Services (Southampton) (‘Coversure’) mis-sold them a home insurance policy. What happened Mr C and Mrs C took out a policy through a broker, Coversure. In January 2... (3 pages)View decision -
Decision Reference DRN-5030637
11 Jun 2025 Cumberland Building Society UpheldBanking and PaymentsDRN-5030637 The complaint Mr and Mrs F complain that Cumberland Building Society (CBS) will not refund money they lost to a scam. Mr and Mrs F are represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr and Mrs F made them. What happened ... (2 pages)View decision -
Decision Reference DRN-5524469
11 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5524469 The complaint Mr M complains Lloyds Bank PLC unfairly closed his current account and credit card. What happened Mr M held a current account and credit card with Lloyds. He also holds a mortgage account with them which remains open. In November 2024 Lloyds decided to close Mr... (2 pages)View decision -
Decision Reference DRN-5458151
11 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5458151 The complaint Mrs S says that when she made a claim on her motor insurance policy with Ageas Insurance Limited it wrongly found her liable for an accident and should have paid her more for her car. What happened Mrs S told us that dashcam evidence showed the driver of the o... (2 pages)View decision -
Decision Reference DRN-5613799
11 Jun 2025 CASLP Ltd Not upheldPensions and AnnuitiesDRN-5613799 The complaint Mr B complains about the setting up of a self-invested personal pension (SIPP), and the investments in a property syndicate subsequently made in it. The pension was operated by Merchant Investors Assurance Company Limited (now CASLP Ltd – “CASLP”). Mr B is repr... (9 pages)View decision -
Decision Reference DRN-5569850
11 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5569850 The complaint Ms K complains that a locksmith appointed by Aviva Insurance Limited when she made a claim on a home emergency insurance policy caused damage to her property. What happened Ms K held a home emergency insurance policy with Aviva. She locked herself out of her pr... (2 pages)View decision -
Decision Reference DRN-5438798
11 Jun 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5438798 The complaint Mr B complains that Financial Administration Services Limited (Fidelity) provided a poor service and caused avoidable delays when he was trying to transfer his pension from a provider I’ll refer to as provider S to it. What happened After taking financial advic... (6 pages)View decision -
Decision Reference DRN-5020380
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5020380 The complaint Mr E complains that Barclays Bank UK PLC will not refund all the money he lost to a scam. Mr E is represented by C. For ease, I have referred to comments made by C as though Mr E made them. What happened The details of this complaint are well known to both part... (2 pages)View decision -
Decision Reference DRN-4986119
11 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4986119 The complaint Mr B is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost as a result of a scam. What happened Mr B met a person online who I will call D. After some time, D mentioned investing to Mr B. D then encouraged Mr B to invest in what seems to be a sc... (2 pages)View decision
