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 392389 results
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Decision Reference DRN-5487134
18 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5487134 The complaint M complains HSBC UK Bank Plc won’t reimburse £10,000 it lost to an investment opportunity that it now considers to be an Authorised Push Payment (APP) scam. While this complaint concerns M’s complaint and loss of funds, throughout this decision I will refer to... (7 pages)View decision -
Decision Reference DRN-5126611
18 Sep 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5126611 The complaint Mr M complains about advice given by Phoenix Life CA Limited when taking out a whole of life policy. Mr M is using a representative to bring this complaint. For ease I will refer to all actions as being those of Mr M. What happened In 1989 Mr M took out a whole... (2 pages)View decision -
Decision Reference DRN-5643548
18 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5643548 The complaint Mr S is unhappy that Legal and General Assurance Society Limited has declined a claim he made on an income protection policy. What happened Mr S became absent from work and claimed on his employer’s group income protection policy. Mr S made a claim on an income... (2 pages)View decision -
Decision Reference DRN-5697481
18 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5697481 The complaint Miss N has complained about Tesco Underwriting Limited’s decision to settle a third party claim against her car insurance policy. What happened In December 2024 Miss N says the wing mirror of her car made contact with the rear of a bus. Miss N took photos of he... (2 pages)View decision -
Decision Reference DRN-5825464
18 Sep 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5825464 The complaint Mrs J and Mr R complain that Barclays Bank UK PLC incorrectly wrote to them and their tenants to say their mortgages were in arrears. What happened Mrs J and Mr R have a number of buy-to-le t mortgages with Barclays. In February 2025, Barclays sent letters to M... (5 pages)View decision -
Decision Reference DRN-5824564
18 Sep 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5824564 The complaint Mr G complains that the actions of Scottish Equitable Plc trading as Aegon (“Aegon”) meant that a transfer of his pension savings to another provider was unreasonably delayed. What happened Mr G has been assisted in the completion of this transfer, and in makin... (5 pages)View decision -
Decision Reference DRN-5599677
18 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5599677 The complaint Mr M and Mrs P complain AmTrust Specialty Limited has unfairly declined a claim they made on their building warranty. Mr M has been the main correspondent for this claim and complaint, as such, I’ve only referred to him in this decision. What happened Mr M bo... (4 pages)View decision -
Decision Reference DRN-5648444
18 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5648444 The complaint Mr E has complained to Inter Partner SA (IPA) that a roadside recovery agent caused additional damage to his car. Mr E sought assistance under a roadside policy he shares jointly with Mrs E. All reference to the insurer IPA in my decision include its agents. Wh... (3 pages)View decision -
Decision Reference DRN-5821284
18 Sep 2025 Freetrade Limited Not upheldInvestmentsDRN-5821284 The complaint Mrs L complains that Freetrade Limited have not paid her the full proceeds from the sale of her shares. What happened Mrs L used Freetrade’s application for trading. On 23 October 2024 it displayed a price of £3.10 per share for IAG so she instructed a sell or... (3 pages)View decision -
Decision Reference DRN-5826051
18 Sep 2025 Zurich Insurance PLC UpheldInsuranceDRN-5826051 The complaint Miss H complains Zurich Insurance Plc (“Zurich”) insist on settling her home insurance claim by cash settlement, which she says is not adequate. She also complains Zurich has stopped paying for her alterative accommodation costs. What happened Miss H is a leas... (4 pages)View decision