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-5744417
8 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5744417 The complaint Miss L complains Lloyds Bank PLC keeps on blocking her accounts even though she’s more than able to manage her finances and that it constantly questions her but doesn’t listen. What happened Miss L has three accounts with Lloyds Bank – a current account, a savi... (3 pages)View decision -
Decision Reference DRN-5640574
8 Aug 2025 GSI WEALTH MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-5640574 The complaint Mrs A complains about the advice given by GSI Wealth Management Ltd (‘GSI’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her and will ca... (10 pages)View decision -
Decision Reference DRN-5741243
8 Aug 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5741243 The complaint Mr D complains that AFH Independent Financial Services Limited (“AFH”) gave him unsuitable advice to move his pension. What happened Mr D had an existing relationship with AFH as his advisers, and met with them in August 2019 to discuss elements of his financia... (7 pages)View decision -
Decision Reference DRN-5740090
8 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5740090 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (IPA) declined their travel insurance claim. My references to IPA include its claim handling agents. What happened Mr and Mrs C and two teenage children had single trip travel insurance insured by IPA. Thei... (3 pages)View decision -
Decision Reference DRN-5723937
8 Aug 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5723937 The complaint Mr S complains about Advantage Insurance Company Limited’s decision to decline a claim for valuables he says were stolen from his home. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr S... (5 pages)View decision -
Decision Reference DRN-5690689
8 Aug 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5690689 The complaint Mrs H complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by RCI Financial Services Limited trading as Nissan Financial Services (RCI). Mrs H is represented in this complaint by her husband Mr H but, for ease... (11 pages)View decision -
Decision Reference DRN-5403352
8 Aug 2025 Countrywide Assured Plc UpheldInvestmentsDRN-5403352 The complaint Mrs F complains about the service she received from Countrywide Assured Plc in relation to her investment bond. What happened Mrs F is the owner of an investment bond with Countrywide, which was originally held with her husband, Mr F. Sadly in December 2023 Mr ... (3 pages)View decision -
Decision Reference DRN-5724386
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5724386 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) decided to close his account due to unacceptable behaviour in branch after Lloyds had blocked it for security purposes. Mr C denies behaving in a way that warrants his account being closed in this way. What happened The... (2 pages)View decision -
Decision Reference DRN-5744810
8 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5744810 The complaint Mr S complains about the manner in which Aviva Insurance Limited dealt with a claim on his motor insurance policy. What happened In October 2024 Mr S’s car was hit by another while parked. The other driver acknowledged the incident was their fault and their ins... (5 pages)View decision -
Decision Reference DRN-5469377
8 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5469377 The complaint Mr T, through his representative, complaints that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Here is a table giving brief details of the lending. Loan Approved Amount Terms Repaid 1 15 December 2018 £5605 x £201.28 and 1 ... (3 pages)View decision