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-4603241
9 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4603241 The complaint Mr H has complained about how esure Insurance Limited has dealt with a claim on his home insurance policy. For ease of reading any reference to esure includes other individuals and organisations acting on its behalf. What happened Mr H made a claim under his ... (3 pages)View decision -
Decision Reference DRN-4957414
9 Aug 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4957414 The complaint Mr S complains that FAIRMEAD INSURANCE LIMITED (Fairmead) hasn’t accepted a claim made under a landlord insurance policy for a flat he owns. Where I’ve referred to Fairmead, this includes any actions or communications by agents acting on their behalf. I’ll als... (5 pages)View decision -
Decision Reference DRN-4957313
9 Aug 2024 St. James's Place Wealth Management Plc UpheldMortgagesDRN-4957313 The complaint Ms P complains that her residential mortgage was mis-sold by St. James’s Place Wealth Management Plc (SJP) as it was not suitable for her needs. What happened Ms P has been a longstanding customer of SJP in relation to various financial matters, including her r... (11 pages)View decision -
Decision Reference DRN-4952436
9 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4952436 The complaint Mr O complains about Accredited Insurance (Europe) Ltd (Accredited) declining a claim under his home insurance policy for storm damage to his property. References to Accredited include their agents who administer the policy and assess claims. What happened In... (9 pages)View decision -
Decision Reference DRN-4957143
9 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4957143 The complaint Miss F complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund transactions she didn’t recognise and granted a loan she didn’t apply for. What happened Miss F explained that she was attending an evening out in London with friends, s... (5 pages)View decision -
Decision Reference DRN-4952466
9 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4952466 The complaint Ms E complains about the service she received from Nationwide Building Society (“Nationwide”) when it applied a block to her account following an attempt by her to make a transfer of £4,500 from her account to an individual regarding a medical procedure she wis... (6 pages)View decision -
Decision Reference DRN-4957064
9 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4957064 The complaint Mrs R is unhappy with the way British Gas Insurance Limited handled the claim she made for issues with her oven. What happened Mrs R’s complaint has been brought to the Financial Ombudsman Service through a representative. But for ease of reference, I’ll only ... (3 pages)View decision -
Decision Reference DRN-4514958
9 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4514958 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc wrongly closed its bank accounts. What happened One of our investigators looked at this complaint. Briefly, he said: Barclays carried out a Know Your Customer (KYC) review of R’s acc... (4 pages)View decision -
Decision Reference DRN-4937416
9 Aug 2024 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-4937416 The complaint Mr A complains about Chase de Vere Independent Financial Advisers limited (‘Chase’). He says that he should not have been advised to invest in a UK Individual Savings Account (‘ISA’) as they are not profitable for US citizens. This is because of the high tax li... (9 pages)View decision -
Decision Reference DRN-4931556
9 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4931556 The complaint Mr H complains about how his insurer, Admiral Insurance (Gibraltar) Limited, valued his car after it was vandalised and declared a total loss. What happened In November 2023 Mr H’s car was set on fire during the night and suffered significant damage so he made ... (3 pages)View decision