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 125299 results
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Decision Reference DRN-4113620
25 Jul 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-4113620 The complaint Mr and Mrs S complain about Legal and General Assurance Society Limited, referred to as “Legal and General” or “the business”. In short, they say the business cancelled their life cover policy (“the policy”) by mistake, and despite upholding the complaint, hasn’t ... (4 pages)View decision -
Decision Reference DRN-4112123
25 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4112123 The complaint Ms H has a mortgage with Barclays Bank UK PLC (“Barclays”). She complains about the way it has been managed. What happened In 2011 Mrs H took out a mortgage with another lender. The mortgage was in two parts. Barclays took responsibility for the mortgage in 2014. ... (10 pages)View decision -
Decision Reference DRN-4265531
25 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4265531 The complaint Mr J has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under his home insurance policy. What happened Mr J contacted RSA to make a claim when he found water damage to his home. RSA sent a company to carry out trace and ac... (5 pages)View decision -
Decision Reference DRN-4265462
25 Jul 2023 HDI Global Specialty SE UpheldInsuranceDRN-4265462 The complaint Ms L complains HDI Global Speciality SE has unfairly withdrawn cover under her legal expenses insurance (LEI) policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. Ms L has a LEI policy which... (3 pages)View decision -
Decision Reference DRN-4265387
25 Jul 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4265387 The complaint Ms C complains that Watford Insurance Company Europe Limited (WICEL) took the decision to cancel her car insurance policy. As a result, she has been charged fees which she doesn’t find to be fair. What happened I previously issued my provisional decision on this c... (6 pages)View decision -
Decision Reference DRN-4224253
25 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4224253 The complaint Mr H complains about the manner in which TSB Bank plc blocked and then closed his account. He’d like to be compensated for the hardship his caused. What happened In August 2021 Mr H attempted to make purchase a watch for £1,800 using his TSB account, but had diffi... (4 pages)View decision -
Decision Reference DRN-4265026
25 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4265026 The complaint Mr G is unhappy with the service he’s received from British Gas Insurance Limited (British Gas) following two separate claims he made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ be... (2 pages)View decision -
Decision Reference DRN-3961591
25 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3961591 The complaint Mr C complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in an investment portfolio. He wants Options to put... (39 pages)View decision -
Decision Reference DRN-4264824
25 Jul 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4264824 The complaint Mr D complains that Retail Money Market Ltd (“RateSetter”) unfairly reduced his interest returns on his crowdfunding investments and delayed returning his money following his withdrawal requests. What happened RateSetter is a peer-to-peer crowdfunding platform whi... (6 pages)View decision -
Decision Reference DRN-4261719
25 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4261719 The complaint Mr P had a motor insurance policy with Advantage Insurance Company Limited. He said it reached the wrong decision about his liability for an accident and provided poor service. What happened Briefly, the accident happened when another driver stopped opposite a jun... (4 pages)View decision
