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 366874 results
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Decision Reference DRN-5037205
3 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5037205 The complaint Ms J complains that Barclays Bank UK PLC made a payment to a third party and added it to the balance of her mortgage. What happened In 2007, Ms J took out a mortgage with Barclays to buy a shared ownership property. A housing association retained ownership of a... (5 pages)View decision -
Decision Reference DRN-5207215
3 Feb 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5207215 The complaint Mr W complains about the way Accelerant Insurance Europe SA/NV UK Branch handled a claim he made on his home insurance policy. What happened In November 2021 Mr W made a claim for damage caused by a leak in his property. Accelerant accepted the claim and it was... (3 pages)View decision -
Decision Reference DRN-5253543
3 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5253543 The complaint Mr and Mrs F have complained that Admiral Insurance (Gibraltar) Limited (‘Gibraltar’) declined their claim for storm damage under their home insurance policy. For the avoidance of doubt, the term ‘Admiral’ also includes its agents and representatives for the pu... (4 pages)View decision -
Decision Reference DRN-5302755
3 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5302755 The complaint Mr R complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (33 pages)View decision -
Decision Reference DRN-5237492
3 Feb 2025 OneFamily Lifetime Mortgages Limited Not upheldMortgagesDRN-5237492 The complaint Mrs S complains that OneFamily Lifetime Mortgages Limited, trading as OneFamily Lifetime Mortgages (“OF”) changed its lending criteria without notifying her. What happened In July 2017 Mrs S took out a lifetime mortgage with OF with the help of an intermediary.... (5 pages)View decision -
Decision Reference DRN-5297007
3 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5297007 The complaint Mr and Mrs R complain that Barclays Bank UK PLC has overcharged them interest on their buy to let mortgage because it failed to implement a new application and interest rate. They also complain about how Barclays has communicated with them, and that it has sent... (8 pages)View decision -
Decision Reference DRN-5304105
3 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5304105 Complaint Mrs J complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with her. She’s said the monthly payments were unaffordable and so she shouldn’t have been lent to. Background In June 2015, Moneybarn provided Mrs ... (6 pages)View decision -
Decision Reference DRN-5259837
3 Feb 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5259837 The complaint Miss H complains that Atlanta Insurance Intermediaries Limited unfairly auto-renewed her car insurance policy. What happened In October 2023, Miss H’s current insurer at that time, which I will refer to as ‘M’, was unable to provide cover at renewal. So her det... (3 pages)View decision -
Decision Reference DRN-4987039
3 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-4987039 The complaint A company, which I’ll refer to as D, complains that PayPal UK Ltd has refused to provide it with the ability to make withdrawals from its account in Euros. Ms L, a director of D, brings the complaint on D's behalf. An employee of D has represented D in i... (2 pages)View decision -
Decision Reference DRN-5247277
3 Feb 2025 Phoenix Life Limited Not upheldInsuranceDRN-5247277 The complaint Mr N complains about the sale of a life policy he holds with Phoenix Life Limited. What happened After speaking with an Independent Financial Adviser (IFA) in 1987 Mr N took out a whole of life policy with a predecessor business of Phoenix Life. In late 2023 Mr... (2 pages)View decision
