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 369228 results
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Decision Reference DRN-5457156
7 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5457156 The complaint Miss M has complained that Admiral Insurance (Gibraltar) Limited paid her only a proportional settlement of her claim on her motor insurance policy following the loss of her car. She’s also unhappy with its level of service and changes in the settlement offered... (4 pages)View decision -
Decision Reference DRN-5520045
7 May 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5520045 The complaint Mr L complains Barclays Bank Plc (‘Barclays’) delayed the transfer of his Stocks and Shares ISA causing him financial loss. Mr L had also referred a complaint about the other firm involved in his ISA transfer to our service but at the time didn’t ask for an Om... (8 pages)View decision -
Decision Reference DRN-5511838
7 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5511838 The complaint Miss G complains that due to a system failure she was unable to access her account with Bank of Scotland plc trading as Halifax. What happened Miss G complained to Halifax as she was unable to access her Halifax account online on 28 February 2025 as the system... (2 pages)View decision -
Decision Reference DRN-5511834
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5511834 The complaint Miss G complains that due to a system failure she was unable to access her account with Lloyds Bank PLC. What happened Miss G complained to Lloyds as she was unable to access her account online on 28 February 2025 as the system wasn’t working. She said she had... (2 pages)View decision -
Decision Reference DRN-5514573
7 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5514573 The complaint Mr R is unhappy with the service that he’s received from Aviva Life and Pensions UK Limited (‘Aviva’). When Aviva provided a value for his pension plan, Mr R says the balance given was much lower than he anticipated. To put things right, Mr R would now like Avi... (7 pages)View decision -
Decision Reference DRN-5217098
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5217098 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he was a victim of an impersonation scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In January 2024, Mr S received... (6 pages)View decision -
Decision Reference DRN-5539326
7 May 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5539326 The complaint Mr H, through a representative, says Loans 2 Go irresponsibly lent to him. What happened Mr H took out an 18-month loan for £290 from Loans 2 Go on 11 November 2019. The monthly repayments were £66.28 and the total repayable was £1,193.04. Mr H says adequate ch... (3 pages)View decision -
Decision Reference DRN-5539084
7 May 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5539084 The complaint Mr C complains eBay Commerce UK Ltd (Commerce) put a hold on money he received for selling some things on the marketplace. What happened Mr C sold some items on the marketplace and Commerce placed a hold on Mr C accessing the money he received. It seems this ... (4 pages)View decision -
Decision Reference DRN-5530396
7 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5530396 The complaint Mr B complains about esure Insurance Limited (“EIL”) and their decision to cancel his motor insurance policy following a missed payment. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronolo... (4 pages)View decision -
Decision Reference DRN-5098953
7 May 2025 Liverpool Victoria Financial Services Limited Not upheldPensions and AnnuitiesDRN-5098953 The complaint Mrs and Mr B complained about the advice Mrs B was given in relation to the transfer of the benefits from her three defined-benefit (DB) pension schemes. The crux of the complaint is that Mrs B went to Liverpool Victoria Financial Services Limited (“LV”) seekin... (6 pages)View decision
