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 380824 results
-
Decision Reference DRN-4147051
14 Aug 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4147051 The complaint Ms S complains that Zurich Assurance Ltd has acted unfairly in paying out the reduced sum assured on a reviewable whole of life policy (RWOL) following an unfavourable review. What happened The RWOL policy was a second death policy, taken out in 1995, originall... (3 pages)View decision -
Decision Reference DRN-5645103
14 Aug 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5645103 The complaint A, a company, complains that ClearBank Limited (trading as Tide) blocked its account and returned money paid to the account as part of a banking recall. What happened A had an account with Tide, which was provided by ClearBank. To keep things simple, I’ll refe... (2 pages)View decision -
Decision Reference DRN-5488000
14 Aug 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5488000 The complaint Mr R has complained that Great Lakes Insurance UK Limited unreasonably and unfairly refused to pay his claim under his pet policy for the vet fees for dental treatment for his cat. What happened Mr R adopted his cat in August 2023. He took out this pet policy ... (5 pages)View decision -
Decision Reference DRN-5592458
14 Aug 2025 Equifinance Limited Not upheldMortgagesDRN-5592458 The complaint Mr and Mrs S’ complaint is about a second charge mortgage they have with Equifinance Limited. They believe that the valuation completed for Equifinance before it agreed to lend was higher than it should have been, as such, they believe that the mortgage was len... (3 pages)View decision -
Decision Reference DRN-5610226
14 Aug 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5610226 The complaint Mr P complains that Scottish Equitable Plc trading as Aegon (Aegon) provided him with poor service which has financially impacted his pension value. He said it’d taken too long to provide his independent financial adviser (IFA) with the information it’d request... (7 pages)View decision -
Decision Reference DRN-5753557
14 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5753557 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money lent to him irresponsibly. What happened Mr B complains Virgin Money failed to carry out sufficient checks before approving his application for a credit card in January 2023. He was given an £8,000 cre... (4 pages)View decision -
Decision Reference DRN-5727327
14 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727327 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In December 2023, over a series of 26 transactions,... (4 pages)View decision -
Decision Reference DRN-5695937
14 Aug 2025 TrinityBridge Limited Not upheldInvestmentsDRN-5695937 The complaint Mr and Mrs H complains that Trinity Bridge Limited (previously named Close Brothers Asset Management) continued to apply excessive ongoing advice charges to their investment account for a service they were not receiving, and they were not made aware that they c... (4 pages)View decision -
Decision Reference DRN-5601452
14 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5601452 The complaint Mr V complains about the manner in which AXA Insurance UK Plc trading as Moja has handled a claim on his motor insurance policy. What happened Mr V had an AXA motor insurance policy. He was in an accident with a motorcyclist on a roundabout. Mr V believed the t... (3 pages)View decision -
Decision Reference DRN-5699749
14 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5699749 The complaint Mr I has complained that TSB Bank PLC (“TSB”) had lost his safety deposit box. Mr I is unhappy with the amount of time and effort he had to go to, to get his safety deposit box returned. What happened Mr I attended a TSB branch in April 2024 to request his safe... (2 pages)View decision
