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 365917 results
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Decision Reference DRN-4917982
17 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4917982 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc closed its bank account without notification – leading to payments intended for R going astray. What happened R’s directors told us: R had a bank account with Barclays since 2000. ... (3 pages)View decision -
Decision Reference DRN-5151422
17 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5151422 The complaint Mr J complains that NewDay Ltd trading as Pulse irresponsibly lent to him. Mr J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr J him... (3 pages)View decision -
Decision Reference DRN-5186587
17 Jan 2025 SEIB INSURANCE BROKERS LIMITED Not upheldInsuranceDRN-5186587 The complaint Miss S complains that SEIB INSURANCE BROKERS LIMITED, failed to follow her instructions when it cancelled her pet insurance policy. Miss S asked it to keep this in place after her horse passed away as she intended to make a claim with the legal cover insurance ... (3 pages)View decision -
Decision Reference DRN-5225126
17 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5225126 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr A was provided with a Virgin Money credit card in October 2022. The credit limit was £2,400 and hasn’t been increased. Mr A said that Virgi... (4 pages)View decision -
Decision Reference DRN-4896603
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4896603 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5267925
17 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5267925 The complaint Mrs B complains Aviva Insurance Limited has provided an unfair settlement offer following a claim she’s made on her buildings insurance policy for damage to her conservatory. What happened The background to this complaint is well known to the parties so I’ve pr... (3 pages)View decision -
Decision Reference DRN-5228268
17 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5228268 The complaint Mr D and Miss K’s complaint is about the rejection of a claim under a household buildings and contents insurance policy with esure Insurance Limited. Miss K has been the main correspondent on the complaint, so I will refer to her throughout. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5266900
17 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5266900 The complaint The estate of Mr B has complained about a transfer of the late Mr B’s Scottish Equitable Plc trading as Aegon (‘Aegon’) pension policy to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in October 2014. Mr B’s QROPS was subsequently used to i... (10 pages)View decision -
Decision Reference DRN-5244259
17 Jan 2025 QBE UK Limited UpheldInsuranceDRN-5244259 The complaint Mr J complains that QBE UK Limited has unfairly declined to repair damage to his car following a breakdown. He feels this should be covered under his motor warranty policy. What happened Mr J purchased a second-hand car from a local dealership in March 2022. He... (3 pages)View decision -
Decision Reference DRN-5228960
17 Jan 2025 Rathbones Investment Management Limited UpheldPensions and AnnuitiesDRN-5228960 The complaint Mrs D has complained that Rathbones Investment Management Limited (Rathbones) has charged her fees for financial planning services, but that she hasn’t received this service. Mrs D has also said that the communication she’s received from Rathbones has been uncl... (12 pages)View decision
