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 371485 results
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Decision Reference DRN-5340458
5 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5340458 The complaint Mr and Mrs C have complained that AWP P&C S.A. declined a claim they made on a travel insurance policy. As it is Mr C leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs C were on a trip abroad when ... (2 pages)View decision -
Decision Reference DRN-5264479
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5264479 The complaint Mr M complains that HSBC didn’t send him confirmation of an agreement he had reached with it to repay his outstanding credit balances. As a result of this, he couldn’t borrow further sums which he said would have allowed him to manage his finances better. What... (4 pages)View decision -
Decision Reference DRN-5352346
5 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5352346 The complaint C – a limited company – complains that Barclays Bank UK PLC delayed removing a charge held against a leasehold property it owned. As a result, the sale of the property fell through. What happened C has secured loan facilities with Barclays. It is represented by... (4 pages)View decision -
Decision Reference DRN-5303711
5 Mar 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5303711 The complaint Mr S’s complaint concerns investments made in a self-invested personal pension (SIPP) provided by IFG Pensions Limited (IFG). The investments were in shares of a company which said it intended to buy and develop land in Cyprus, generating profit for shareholder... (33 pages)View decision -
Decision Reference DRN-5345972
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5345972 The complaint Miss L complains that Revolut Ltd (“Revolut”) didn’t do enough to recover lost funds after she reported an issue. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what... (2 pages)View decision -
Decision Reference DRN-5365855
5 Mar 2025 My Finance Club Limited UpheldConsumer CreditDRN-5365855 The complaint Ms F complains through a representative that My Finance Club Limited (“MFC”) failed to carry out proportionate affordability checks before it lent to Ms F. What happened A summary of Ms F’s borrowing can be found below. loan number loan amount agreement date r... (7 pages)View decision -
Decision Reference DRN-4873827
5 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-4873827 The complaint Mr S complains IG Index Limited (‘IG’) incorrectly calculated the overnight fees on his USD/TRY spread bet position. What happened Mr S has a spread betting account with IG. For holding currency pairing spread bets overnight, IG charge an overnight fee. This f... (4 pages)View decision -
Decision Reference DRN-5269842
5 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5269842 The complaint Mrs F complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly handled a claim made on her building’s insurance for subsidence. She feels the claim has not been progressed as quickly as it could have been with RSA delaying its authorisation ... (4 pages)View decision -
Decision Reference DRN-5369343
5 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5369343 The complaint Miss P has complained about her car insurer, Marshmallow Insurance Limited (MM) regarding a claim she made when her car was damaged in an accident. What happened Miss P was involved in an accident on 24 May 2024. She reported the incident to MM as being not he... (5 pages)View decision -
Decision Reference DRN-4948238
4 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-4948238 The complaint Mr P complains about the time it took U K Insurance Limited trading as Direct Line to deal with his claim for damage caused by a leak, and the distress and inconvenience it caused by its mishandling of the claim. What happened In August 2023, Mr P’s tenant disc... (5 pages)View decision
