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 128312 results
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Decision Reference DRN-5262152
16 Jan 2025 West Bay Insurance Plc UpheldInsuranceDRN-5262152 The complaint Mrs N and Mr N are unhappy with the length of time it took West Bay Insurance Plc (West Bay) to repair their vehicle after they submitted a claim under their motor insurance policy. As Mr N is the policyholder, and for ease, I’ve referred to him throughout. Wha... (4 pages)View decision -
Decision Reference DRN-5263996
16 Jan 2025 Markel International Insurance Company Limited UpheldInsuranceDRN-5263996 The complaint Mrs S’s complaint is about the refusal of a claim under a landlord’s ‘rent and legal protection’ insurance policy with Markel International Insurance Company Limited. Mrs S is represented by her sibling in this complaint but for ease I will refer to Mrs S thro... (5 pages)View decision -
Decision Reference DRN-5265120
16 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5265120 The complaint Mr E complained because HSBC UK Bank Plc refused to refund him for cash machine withdrawals which he said he didn’t authorise. What happened Between 24 May 2024 and 3 June, there were multiple cash withdrawals from Mr E’s HSBC account. There were 18 £250 with... (4 pages)View decision -
Decision Reference DRN-5265158
16 Jan 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5265158 The complaint Mrs S complains that Dignity Funerals Limited won’t provide add-ons to her funeral plan that she purchased from her previous provider. What happened Mrs S held a funeral plan with a company I’ll call C. The plan was paid for in full. Mrs S also paid £2,100 for... (3 pages)View decision -
Decision Reference DRN-5265338
16 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5265338 The complaint Mr I is unhappy with the total loss settlement Admiral Insurance (Gibraltar) Limited (Admiral) paid when he made a claim under his car insurance policy. What happened Mr I held car insurance through Admiral. The policy booklet explained in the event of a claim... (3 pages)View decision -
Decision Reference DRN-4946076
16 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-4946076 The complaint Mr S complains about the overall customer service provided by National Savings & Investments (‘NS&I’) when handling queries and cancellation requests for two Guaranteed Income Bonds (GIB). What happened Mr S purchased a £500 one-year fixed GIB online on... (3 pages)View decision -
Decision Reference DRN-5232116
16 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5232116 The complaint Mr and Mrs E complain that they were unable to port their existing Clydesdale Bank Plc mortgage product to a new property. What happened Mr and Mrs E took out a staff offset tracker mortgage with Clydesdale in 2013. In 2016, Mrs E stopped working for the bank. ... (3 pages)View decision -
Decision Reference DRN-5262223
16 Jan 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5262223 The complaint Mr H has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS) in April 2014. Mr H’s SSAS was subsequently used to invest in Dolphin Capital. The investment now appears to have little value. Mr H say... (29 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN-5265216
16 Jan 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5265216 The complaint Mrs F complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) didn’t include insurance cover when she acquired a new mobile phone through a fixed sum loan agreement. What happened Mrs F not being able to successfully apply for... (4 pages)View decision