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 367300 results
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Decision Reference DRN-5504374
8 May 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5504374 The complaint Mr and Mrs R complain Acromas Insurance Company Limited (‘Acromas’) increased their premiums at renewal on their motor insurance policy. Mr R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer t... (3 pages)View decision -
Decision Reference DRN-5512399
8 May 2025 First Complete Limited UpheldInsuranceDRN-5512399 The complaint Mrs S complains that First Complete Limited trading as PRIMIS Mortgage Network (‘First Complete’) caused delays with a joint life insurance application, which meant there was no policy in place when her husband died. Any reference to First Complete includes th... (6 pages)View decision -
Decision Reference DRN-5544905
8 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5544905 The complaint X complains HSBC UK Bank Plc (“HSBC”) lent three loans to them irresponsibly between 2006 and 2008. What happened In July 2006, X was provided with a flexi-loan for £2,000. Then in May 2007 a loan for £5,000 was provided – around £4,500 was used to consolidate... (5 pages)View decision -
Decision Reference DRN-5497117
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497117 The complaint Mr S complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an advance fee scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well ... (6 pages)View decision -
Decision Reference DRN-5290056
8 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5290056 The complaint Mr A is unhappy that TSB Bank plc loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A held a bank account with TSB. In March and July 20... (3 pages)View decision -
Decision Reference DRN-5544817
8 May 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5544817 The complaint Mr M complains that Clydesdale Financial Service Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (the “CCA”); (... (6 pages)View decision -
Decision Reference DRN-5502839
8 May 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5502839 The complaint Mr A complains that Domestic & General Insurance Plc (‘D&G’) declined a claim he made for a damaged Xbox under his insurance policy. What happened Mr A held an insurance policy underwritten by D&G. He sent his Xbox off to be repaired, but D&G s... (2 pages)View decision -
Decision Reference DRN-5335650
8 May 2025 Brewin Dolphin Limited Not upheldPensions and AnnuitiesDRN-5335650 The complaint Mr A complained about the service Brewin Dolphin Limited (Brewin Dolphin) provided in relation to the management and performance of his Self-Invested Personal Pension (SIPP) portfolio. He believes that Brewin Dolphin failed to manage his SIPP investments approp... (5 pages)View decision -
Decision Reference DRN-5537813
8 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5537813 The complaint Mr F complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) lent to him in an irresponsible manner. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I thought part of... (5 pages)View decision -
Decision Reference DRN-5490626
8 May 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5490626 The complaint Mr D complains that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined a claim he made under his ‘Sofacare’ insurance policy. What happened Mr D bought new sofas from a retailer in May 2021 and took out an insurance policy with Fortegra around the sam... (3 pages)View decision
