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-5819277
30 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5819277 The complaint Mr C’s complaint against Legal and General Assurance Society Limited (L&G) relates to the life insurance policy he took out in 2021. He complains that he should have been offered an over 50s plan rather than the policy he was sold. What happened In 2016 Mr ... (3 pages)View decision -
Decision Reference DRN-5690152
30 Sep 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5690152 The complaint Mrs C complains about the poor service she says she received from ReAssure Limited (ReAssure) when she requested information to help her with her retirement planning. She says ReAssure provided incorrect information and hasn’t provided other information in a ti... (8 pages)View decision -
Decision Reference DRN-5327898
30 Sep 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5327898 The complaint Ms W complains that The Co-operative Bank Plc (“Co-op”) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it in detail here. But I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5731165
30 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5731165 The complaint Mr V has complained that Aviva Life & Pensions UK Limited (“Aviva”) has declined a claim made under his critical illness policy. What happened Mr V took out a life and critical illness policy in 2014. This was with a different provider for whom Aviva takes ... (2 pages)View decision -
Decision Reference DRN-5820656
30 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5820656 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited declined a claim under his travel insurance policy. What happened Mr W bought an annual multi-trip travel insurance policy to cover him between 18 September 2023 and 17 September 2024. The policy renewe... (3 pages)View decision -
Decision Reference DRN-5618948
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5618948 The complaint Mr S complains HSBC UK Bank Plc unfairly blocked and closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held a HSBC current account, savings account and credit... (5 pages)View decision -
Decision Reference DRN-5849483
30 Sep 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5849483 The complaint Mr I complains that Interactive Brokers (U.K.) Limited (“IB”) didn’t disclose costs associated with some trades he placed. He wants IB to refund the losses he made on the trades. What happened Mr I held an account with IB through which he traded in various asse... (7 pages)View decision -
Decision Reference DRN-5545119
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5545119 The complaint A company, which I’ll refer to as E, complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds it lost. Mr A, who is a director of E, brings the complaint on E’s behalf. He says E is the victim of a scam. What happened Mr A says that he received a col... (3 pages)View decision -
Decision Reference DRN-5851340
30 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5851340 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (“HL”) treated him unfairly in delaying the transfer of funds in his Self-Invested Personal Pension (“SIPP”). He says he was unable to undertake certain trades in his SIPP during the transfer and ... (3 pages)View decision -
Decision Reference DRN-5848709
30 Sep 2025 Society of Lloyd's UpheldInsuranceDRN-5848709 The complaint Mr and Mrs M have complained about the way an ‘insurer’ who is a member of The Society of Lloyds (SOL) has handled their claim under their home insurance policy. Any reference to the insurer includes its agents. What happened The background to this complaint ... (8 pages)View decision
