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 364862 results
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Decision Reference DRN-4519835
4 Apr 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-4519835 The complaint Mr C has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr C invested in unlisted shares in his SIPP. Mr C says L&C should not have allowed the investments which h... (14 pages)View decision -
Decision Reference DRN-5403329
4 Apr 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5403329 The complaint Mr N complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr N made a claim on his policy for treatment costs after his dog was injured in an accident. After returning from a walk, his ... (2 pages)View decision -
Decision Reference DRN-5457630
4 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5457630 The complaint Mr S complains that Barclays Bank UK Plc closed his account, and withheld funds from him. He’d like the account reinstated and the money returned to him. What happened Mr S held accounts with Barclays. But in March 2023 he wanted to transfer funds in to his IS... (5 pages)View decision -
Decision Reference DRN-5039046
4 Apr 2025 Belbury Financial Planning Limited UpheldPensions and AnnuitiesDRN-5039046 The complaint Mr K complains that Belbury Financial Planning Limited (‘Belbury’) gave him unsuitable investment advice and that he paid ongoing advice charges but did not receive annual reviews of his portfolio’s performance. Mr K argues that this cost him investment losses.... (5 pages)View decision -
Decision Reference DRN-5129852
4 Apr 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5129852 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited (LV) has treated him unfairly when handling a claim made on his motor insurance policy. He feels LV has failed to progress the liability element of the claim as quickly as it could have and this h... (4 pages)View decision -
Decision Reference DRN-5375382
4 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5375382 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made on his motor insurance policy. What happened The following is intended as a brief summary of events, as the background to this complaint is well known to both parties. Inste... (4 pages)View decision -
Decision Reference DRN-5434711
4 Apr 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5434711 The complaint Ms W is unhappy with the service provided by HDI Global Specialty SE (HDI) following a claim made on her home insurance policy. HDI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. HDI has... (9 pages)View decision -
Decision Reference DRN-5395735
4 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395735 The complaint This complaint is about the refusal of a claim made by the estate of X under legal expenses insurance cover with Acromas Insurance Company Limited. Acromas is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the a... (5 pages)View decision -
Decision Reference DRN-5440492
4 Apr 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5440492 The complaint Miss V complains that Fairscore Ltd trading as Updraft (Fairscore) irresponsibly lent to her. What happened In April 2023 Miss V entered into a Fixed Sum loan agreement with Fairscore for £8,000. This was repayable over 60 months with 59 monthly payments of £22... (4 pages)View decision -
Decision Reference DRN-5000973
4 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5000973 The complaint Mr S complains that HSBC UK Bank Plc didn’t do enough to protect him when he made payments to a property investment opportunity that he now considers was a scam. What happened Mr S made five payments from his HSBC account towards a property development investme... (3 pages)View decision
