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 381082 results
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Decision Reference DRN-5321804
14 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5321804 The complaint Miss W complains that Admiral Insurance (Gibraltar) Limited declined her claim on her motor insurance policy following the theft of her car. What happened Miss W’s car was stolen and later recovered by the police damaged and with parts removed. But Admiral dec... (4 pages)View decision -
Decision Reference DRN-5093956
14 Feb 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5093956 The complaint The estate of Mrs S complains that when Mrs S’s late husband passed away in 2018, HBOS Investment Fund Managers Limited (HIFML) didn’t give her any advice in relation to what should happen to his stocks and shares Individual Savings Account (ISA) and so the inv... (6 pages)View decision -
Decision Reference DRN-4951614
14 Feb 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-4951614 The complaint Mr T complained eToro (UK) Ltd (‘eToro’) unfairly closed his account and his trading positions because he temporarily moved to a different country. What happened Mr T had a trading account with eToro which he used to trade various financial instruments. When he... (5 pages)View decision -
Decision Reference DRN-5247093
14 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5247093 The complaint Miss E complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) treated two separate claims on her pet insurance as the same condition, with one limit, and made deductions from the claim settlement. What happened Miss E made two claims o... (3 pages)View decision -
Decision Reference DRN-4895403
14 Feb 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-4895403 The complaint Mr B complains about a car acquired through a Hire Purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘RCI’). Mr B has had problems with the car and says these defects would’ve been present when the car was supplied. ... (6 pages)View decision -
Decision Reference DRN-5332641
14 Feb 2025 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-5332641 The complaint Mr Q complains that Financial Administration Services Limited (“FASL”) has failed to pay him cashback that he believes he was entitled to receive for the transfer of his pension savings to the firm. What happened Mr Q is under the age of 18. So he has been assi... (4 pages)View decision -
Decision Reference DRN-5057014
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5057014 The complaint E, a limited company, complains that Lloyds Bank PLC blocked their account without notification. When they contacted the bank, they were told an investigation was being carried out. They’d like compensation for the inconvenience caused. What happened The backg... (2 pages)View decision -
Decision Reference DRN-4999128
14 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4999128 The complaint A company, which I will refer to as B, complains that Barclays Bank UK Plc wrongly suspended access to its bank account for a period of nearly two months, and then closed the account. What happened B’s directors told us: Barclays began asking questions abou... (4 pages)View decision -
Decision Reference DRN-5324114
14 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5324114 The complaint Mr B’s complaint is that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against payi... (24 pages)View decision -
Decision Reference DRN-5247522
14 Feb 2025 Vitality Life Limited UpheldInsuranceDRN-5247522 The complaint Mrs T complains about the decision by Vitality Life Limited to turn down her claim under a joint life insurance policy. What happened In August 2018, Mrs T and her late husband Mr T took out a joint life insurance policy with Vitality. Mrs T made a claim after... (3 pages)View decision
