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 366350 results
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Decision Reference DRN-5488782
22 May 2025 Gill Financial Services Limited Not upheldPensions and AnnuitiesDRN-5488782 The complaint Mr B complains that Gill Financial Services Limited (‘GFS’) advised him to opt out of his employer’s defined benefit (‘DB’) pension and contribute to his employer’s defined contribution (‘DC’) pension instead. What happened Mr B says a few friends had used GFS ... (5 pages)View decision -
Decision Reference DRN-5558138
22 May 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5558138 The complaint Mr N complains that Barclays Bank UK PLC displayed false information about him on his account. What happened Mr N is a longstanding customer of Barclays. In 2023, he was unhappy to find that Barclays had removed its usual online message that he may be able to b... (2 pages)View decision -
Decision Reference DRN-5469397
22 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5469397 The complaint Mr A complains about the poor service provided by Advantage Insurance Company Limited and its agents after his car was damaged and he claimed on his motor insurance policy. What happened Mr A’s car was hit in the rear by another car on 6 April 2024 whilst unat... (3 pages)View decision -
Decision Reference DRN-5370724
22 May 2025 U K Insurance Limited UpheldInsuranceDRN-5370724 The complaint Mrs A complains about the way U K Insurance Limited trading as Darwin (‘Darwin’) handled her insurance claim when her car was damaged by a third party. She’s unhappy Darwin has recorded it as a ‘fault’ claim, that her excesses have not been refunded, and that h... (3 pages)View decision -
Decision Reference DRN-4897932
22 May 2025 Lairgate Financial Ltd Not upheldPensions and AnnuitiesDRN-4897932 The complaint Mrs O complains about the advice given to her by Lairgate Financial Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a small self- administered (pension) scheme (‘SSAS’). She says the advice was unsuitable for her and ... (8 pages)View decision -
Decision Reference DRN-5570707
22 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5570707 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) made it difficult for him to receive a fair settlement after making a claim on his home insurance policy. What happened In July 2024, Mr M’s home unfortunately suffered damage caused by an e... (3 pages)View decision -
Decision Reference DRN-5571310
22 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5571310 The complaint Mr W complains that HSBC UK Bank Plc have applied interest and late payment charges to his credit card account after it didn’t receive the repayments he made by cheque. What happened Mr W tells this Service that he pays for his credit card each month by cheque... (2 pages)View decision -
Decision Reference DRN-5576430
22 May 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5576430 The complaint Ms N gives several reasons why she feels she’s been treated unfairly by Lloyds Bank Plc in its handling of her buy-to-let mortgage. Ultimately Ms N complains that Lloyds has incorrectly reported arrears on her account. As a result, this has impacted her ability... (12 pages)View decision -
Decision Reference DRN-5514317
22 May 2025 QIC Europe Ltd Not upheldInsuranceDRN-5514317 The complaint Mr C is unhappy that QIC Europe Ltd (“QIC”) cancelled his home insurance policy after he notified it of a change in circumstance. He says his other insurance premiums have increased. What happened The background to this complaint is well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5454274
22 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5454274 The complaint Miss B complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint... (5 pages)View decision
