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-5567309
20 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5567309 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited failed to acknowledge a payment for his motor insurance and unfairly cancelled his policy. What happened Mr J had motor insurance with Admiral. In September 2024, he changed his bank details for his mont... (4 pages)View decision -
Decision Reference DRN-5588505
20 Aug 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5588505 The complaint Mr G complains that when he was compensated for previous unsuitable advice to opt out of his employer’s defined benefit pension scheme, he received redress in the form of a pension guarantee and in the last few years the cash equivalent value of that guarantee ... (5 pages)View decision -
Decision Reference DRN-5765903
20 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5765903 The complaint Mr and Mrs B complain that Aviva Life & Pensions UK Limited (‘Aviva’) mis-sold them a reviewable whole of life policy. What happened I've outlined what I think are the key events involved in the complaint below. In or around April 1997, Mr and Mrs B... (4 pages)View decision -
Decision Reference DRN-4565629
20 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4565629 The complaint The trustees of Mr and Mrs B’s (Mr and Mrs B and Mr B) trust (‘the Trust’) are unhappy, in summary, as they don’t think Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy that’s held with it. Although ... (8 pages)View decision -
Decision Reference DRN-5727600
20 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5727600 The complaint Mr M has complained that HSBC UK Bank Plc trading as first direct (“First Direct”) continued to charge a monthly account fee on a disputed joint account, even after Mr M had asked for the account to be frozen. Mr M has also complained that he asked First Direct... (3 pages)View decision -
Decision Reference DRN-5729694
20 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5729694 The complaint Miss S complains about the settlement offered by Admiral Insurance (Gibraltar) Limited following a claim on her motor insurance policy. What happened The background to this complaint is well known to Miss S and Admiral. Rather than repeat in detail what’s alrea... (3 pages)View decision -
Decision Reference DRN-5628669
20 Aug 2025 Esure Services Limited UpheldInsuranceDRN-5628669 The complaint Mr B complained about Esure Services Limited’s mistake when he asked them to change the car on his motor insurance policy. What happened Mr B was insured with Esure Services Limited (esure). He then bought a new car and asked them to change the car on his poli... (3 pages)View decision -
Decision Reference DRN-5674626
20 Aug 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5674626 The complaint Mr R complains about the way that Admiral Financial Services Limited has dealt with a loan that it made to him. What happened Admiral Financial Services lent £12,000 to Mr R under a fixed sum loan agreement that was entered into in January 2024. Mr R agreed to ... (3 pages)View decision -
Decision Reference DRN-5661308
20 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5661308 The complaint Mrs J has complained about Barclays Bank UK PLC not refunding a transaction which she explained she didn’t make or otherwise authorise. What happened In November 2024, £490 was paid from Mrs J’s Barclays account to a payment processing merchant via open banking... (3 pages)View decision -
Decision Reference DRN-5721748
20 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5721748 The complaint Mr E complains that a car that was supplied to him under a finance agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. Mr E’s wife is also involved in his complaint. What happened A used car was supplied to Mr E under a finance agreement w... (3 pages)View decision