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 370149 results
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Decision Reference DRN-5316296
4 Mar 2025 Intelligent Lending Limited UpheldMortgagesDRN-5316296 The complaint Mr C has complained that he was mis-sold a second charge mortgage by Intelligent Lending trading as Ocean. He has said that he feels Ocean recommended the mortgage that it would be paid the most for, rather than what was best for him. Mr C has said he doesn’t t... (4 pages)View decision -
Decision Reference DRN-5356986
4 Mar 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5356986 The complaint Mr and Mrs F are unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) has declined their travel insurance claim. What happened In February 2024, Mr and Mrs F took out a single trip travel insurance policy. Red Sands is the underwriter. They’d b... (2 pages)View decision -
Decision Reference DRN-5187630
4 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5187630 The complaint Miss H complains Lloyds Bank PLC misgendered her when she visited a branch. What happened Miss H said she visited her local branch of Lloyds. She described being misgendered by floor staff straight away on entering the branch. She explained she then spoke to an... (3 pages)View decision -
Decision Reference DRN-5301814
4 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5301814 The complaint Mrs B has complained about the way Royal & Sun Alliance Insurance Limited (RSA) dealt with a fire claim under her home insurance policy. What happened In November 2022 Mrs B made a claim to RSA after her home was badly damaged by a fire which started in th... (2 pages)View decision -
Decision Reference DRN-5356687
4 Mar 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5356687 The complaint The Administrator of Mr Z’s estate complained because she believes that the maturity value of a mortgage endowment policy taken out alongside a mortgage with a predecessor of Barclays Bank UK PLC was not paid out. As such, she believes the proceeds of the polic... (3 pages)View decision -
Decision Reference DRN-5369162
4 Mar 2025 UBS AG Not upheldInvestmentsDRN-5369162 The complaint Mr and Mrs L complain about the advice they received from UBS AG to invest in an Offshore Bond. They say they have suffered losses as a result of the advice, and incurred costs they shouldn’t have. What happened In May 2018, Mr and Mrs L opened a mortgage faci... (4 pages)View decision -
Decision Reference DRN-4921877
4 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4921877 The complaint Miss P has complained about Royal and Sun Alliance Insurance Limited’s (RSA) decision to decline her claim under her home insurance policy for damage to underground pipes. What happened Miss P had some building works carried out to her home. Afterwards she foun... (3 pages)View decision -
Decision Reference DRN-5244675
4 Mar 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5244675 The complaint Mrs T complains about the way St Andrew's Insurance Plc dealt with a subsidence claim on her home buildings insurance policy, in particular that she was told she was responsible for the cost of some work, and about the way St Andrew’s communicated with her... (3 pages)View decision -
Decision Reference DRN-5369116
4 Mar 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5369116 The complaint Mr M complains TransUnion International UK Limited (TU) are reporting missed payments on his credit file when they shouldn’t be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant e... (5 pages)View decision -
Decision Reference DRN-5274130
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5274130 The complaint Miss S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened At the end of October 2023 Miss S ente... (3 pages)View decision
