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 121668 results
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Decision Reference DRN-3878226
11 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3878226 The complaint Mrs M complains that Covea Insurance plc unfairly declined a claim she made on a home insurance policy. What happened Mrs M insured her home with Covea. She made a claim for damage to a metal gate. After having the gate inspected, Covea declined cover for the clai... (2 pages)View decision -
Decision Reference DRN-3850296
11 Jan 2023 Clydesdale Bank Plc UpheldMortgagesDRN-3850296 The complaint This complaint is about a mortgage Mr L and Ms K hold with Clydesdale Bank Plc, trading as Virgin Money (“Virgin Money”). Mr L and Ms K ported their mortgage product to a new property and say Virgin Money didn’t apply the correct interest rate. Their rate was due ... (3 pages)View decision -
Decision Reference DRN-3723409
11 Jan 2023 Barclays Bank UK PLC UpheldPensions and AnnuitiesDRN-3723409 The complaint Mr F referred his case to this service in late 2021. He said Barclays Wealth Management [under Barclays Bank UK PLC (‘Barclays’)] had falsely claimed it was required by regulation to insist upon his presence in the UK in order to conduct a review of his Self-Inves... (6 pages)View decision -
Decision Reference DRN-3435572
11 Jan 2023 Financial Solutions Wales Ltd UpheldPensions and AnnuitiesDRN-3435572 The complaint Mr D complains about the advice given by Financial Solutions Wales Ltd (‘FSW’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS is a defined benefit (‘DB’) occupational pension scheme. Mr D thinks the ad... (13 pages)View decision -
Decision Reference DRN-3818980
11 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3818980 The complaint Mr C complains that Clydesdale Bank PLC trading as Virgin Money didn’t raise a chargeback for him. He would like Virgin Money to refund the cost of the service he didn’t receive. What happened The details of this complaint are well known to both parties so I won’t... (2 pages)View decision -
Decision Reference DRN-3883892
11 Jan 2023 Amtrust Europe Limited UpheldInsuranceDRN-3883892 The complaint Ms D is unhappy with what Amtrust Europe Limited did after she made a claim on her landlord legal expenses and rent guarantee policy. What happened In August 2021 Ms D got in touch with Amtrust (all references to Amtrust include its claims handlers). She wanted as... (5 pages)View decision -
Decision Reference DRN-3856457
11 Jan 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3856457 The complaint Mr N complains about Chaucer Insurance Company Designated Activity Company (Chaucer), declining a claim under his home insurance policy for damage to his property caused by bad weather, and cancelling his policy on the grounds Mr N hadn’t disclosed building work b... (5 pages)View decision -
Decision Reference DRN-3868984
11 Jan 2023 ReAssure Limited UpheldInsuranceDRN-3868984 The complaint Mr Y is unhappy that ReAssure Limited (“ReAssure”) didn’t provide him with information he requested about making changes to his policy. He’s also unhappy about the delays he experienced. What happened Mr Y held an income protection policy with ReAssure Limited. Th... (4 pages)View decision -
Decision Reference DRN-3893493
11 Jan 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3893493 The complaint Mr H says Vanquis Bank Limited (‘Vanquis’) irresponsibly lent to him. What happened This complaint is about a credit card account Vanquis provided. The account was opened in April 2014. Mr H was given an initial credit limit of £500. This limit was increased on 11... (3 pages)View decision -
Decision Reference DRN-3881783
11 Jan 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3881783 Complaint Mrs S has complained about a loan AvantCredit of UK, LLC (“Avant Credit”) provided to her. She says the loan was irresponsibly lent as it was provided at a time when she was already struggling and couldn’t afford the payments. Background Avant Credit provided Mrs S wi... (2 pages)View decision
