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-5095426
30 Apr 2025 Brewin Dolphin Limited Not upheldPensions and AnnuitiesDRN-5095426 The complaint Mr & Mrs S complained that Brewin Dolphin Limited trading as RBC Brewin Dolphin (Brewin Dolphin) made mistakes in the administration of their pension funds which led to a loss of confidence in Brewin Dolphin and their subsequent transfer to a new provider. ... (3 pages)View decision -
Decision Reference DRN-5510218
30 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5510218 The complaint Miss B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly managed the settlement of her claim on her motor insurance policy after a total loss claim. She also complains about the level of service received. What happened Miss B made a claim on h... (3 pages)View decision -
Decision Reference DRN-5523784
30 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5523784 The complaint Ms R has complained that Bank of Scotland plc (trading as Halifax) held her liable for a transaction which she says she didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In summer 20... (6 pages)View decision -
Decision Reference DRN-5422647
30 Apr 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5422647 The complaint Mr D complains that Marshmallow Insurance Limited (“Marshmallow”) offered too little to settle his claim following the theft of his car, withdrew a hire vehicle too early, and didn’t cover items within his car, under his motor insurance policy. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5458353
30 Apr 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5458353 The complaint Mr P complains about a car acquired through a Hire Purchase agreement with Marsh Finance & Commercial Limited (‘Marsh’). Mr P has had problems with the car and said all these problems occurred within the first six months and he now wanted to reject the car.... (8 pages)View decision -
Decision Reference DRN-5483272
30 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5483272 The complaint Mrs B has complained that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim she made on her pet insurance policy. Reference to RSA includes its representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main po... (4 pages)View decision -
Decision Reference DRN-5421688
30 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5421688 The complaint Mr M complains Zopa Bank Ltd (‘Zopa’) irresponsibly lent to him. What happened Zopa provided Mr M with a single loan in September 2020. The loan was for £3,000 and was due to be repaid by 36 monthly payments of £111.44. The total amount to be repaid by the end... (4 pages)View decision -
Decision Reference DRN-5124418
30 Apr 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5124418 The complaint Mrs M complains that Zurich Assurance Limited (Zurich) then trading as Allied Dunbar misadvised her to take out a Free Standing Additional Voluntary Contribution pension plan (FSAVC), causing losses. She wants to be put back in the position she should have been... (7 pages)View decision -
Decision Reference DRN-5089061
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5089061 The complaint Ms D complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY handled her chargeback dispute. What happened In July 2024, Ms D paid two separate amounts to a travel agent who I’ll refer to as “B”. Ms D paid B a total of £500; the first transaction ... (3 pages)View decision -
Decision Reference DRN-5485700
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5485700 The complaint A company I’ll call M complains that HSBC UK Bank PLC blocked, then closed its account, before terminating its Bounce Back Loan (BBL) and offsetting the balance of the account against the BBL debt. M is represented by its director, Mr S. What happened In Octob... (3 pages)View decision
