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 360982 results
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Decision Reference DRN-4746067
3 May 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4746067 The complaint Mr N complains that Financial Administration Services Limited (“Fidelity”) has failed to manage his ISA in a prudent manner. What happened In 2007 Mr N received advice from another regulated firm regarding the investment of some money he had received from an inher... (3 pages)View decision -
Decision Reference DRN-4618655
3 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4618655 The complaint Mrs K, a sole trader, complains about the handling of her business interruption insurance claim, made as a result of the COVID-19 pandemic, by Royal & Sun Alliance Insurance Limited. What happened The following is intended only as a brief summary. Additionally... (4 pages)View decision -
Decision Reference DRN-4675853
3 May 2024 Legal & General Investment Management Ltd Not upheldInvestmentsDRN-4675853 The complaint Mr N complains that Legal & General Investment Management Ltd (“L&G”) transferred the administration of his ISA to another firm without his consent. And he complains that, since the transfer, L&G has failed to appropriately mange the underlying investm... (3 pages)View decision -
Decision Reference DRN-4669152
3 May 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4669152 The complaint Mr W, a sole trader, complains about the handling of his motor insurance claim by Accelerant Insurance Europe SA/NV UK Branch. What happened The following is intended only as a brief summary. Additionally, whilst other individuals have been involved in corresponde... (3 pages)View decision -
Decision Reference DRN-4632173
3 May 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4632173 The complaint Mr M complains that HSBC UK Bank Plc are pursuing him for a loan that was taken out after his phone was stolen on a night out. What happened In June 2022 Mr M travelled to the UK to visit family and friends. On 25 June 2022, his phone was stolen during a night out... (5 pages)View decision -
Decision Reference DRN-4742414
3 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4742414 The complaint Mr B complains about service from Lloyds Bank PLC (Lloyds), including cancelling his overdraft. What happened Mr B has a current account with Lloyds and had an overdraft limit of £3,050. In February 2023, Lloyds messaged Mr B to say they were going to cancel it. H... (3 pages)View decision -
Decision Reference DRN-4278346
3 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4278346 The complaint Mr M, trading as S, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. What happened Mr M told us: He is unhappy with the service Barclays provided in relation to its KYC review. He provided all the information Barclays r... (3 pages)View decision -
Decision Reference DRN-4668602
3 May 2024 Personal Touch Financial Services Ltd Not upheldInsuranceDRN-4668602 The complaint Mr and Mrs G complain that Personal Touch Financial Services Ltd (PTFS) mis-sold them life insurance when they were remortgaging in 2012. They believed their policy included critical illness cover, when in fact, it did not. What happened The history of this compla... (3 pages)View decision -
Decision Reference DRN-4732685
3 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4732685 The complaint Mr C complains about the settlement of his motor insurance claim by Admiral Insurance (Gibraltar) Limited after his car was stolen. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have communicated with... (3 pages)View decision -
Decision Reference DRN-4431206
3 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4431206 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to a cryptocurrency investment scam. What happened The detailed background to the complaint is well-known to both parties. The facts about what happened aren’t in dispute.... (3 pages)View decision
