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 365360 results
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Decision Reference DRN-5541549
8 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5541549 The complaint Mr A has complained about the actions of The Prudential Assurance Company Limited (“Prudential”) when he tried to transfer his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”). Mr A first tried to transfer in 2022. That transfer req... (6 pages)View decision -
Decision Reference DRN-5452055
8 May 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5452055 The complaint Mr B complains that Tandem Personal Loans Ltd trading as Oplo was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr B is represented by a th... (3 pages)View decision -
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
