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 121058 results
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Decision Reference DRN-5292881
24 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5292881 The complaint Mr D complains that Kroo Bank Ltd blocked his account without good reason and has not returned to him the funds held in it. What happened In January 2024 Kroo Bank placed a block on Mr D’s account with it. He says that this meant that direct debits were not pai... (2 pages)View decision -
Decision Reference DRN-5315215
24 Feb 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5315215 The complaint Mr O is unhappy with the service provided by Watford Insurance Company Europe Limited (Watford) following a claim he made on his car insurance policy. What happened Mr O held car insurance through Watford. The policy booklet explained in the event of a theft c... (3 pages)View decision -
Decision Reference DRN-5351174
24 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5351174 The complaint Mr I complains Nationwide Building Society (NBS) provided him with incorrect information about how to apply for an Individual Savings Account (ISA) transfer, meaning he couldn’t complete the transfer and had to use another provider, causing him financial loss. ... (7 pages)View decision -
Decision Reference DRN-5350316
24 Feb 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5350316 The complaint Mr and Mrs S are unhappy that Legal and General Assurance Society Limited (L&G) declined a retrospective claim for the critical illness benefit under their joint life and critical illness insurance policy. What happened I issued my provisional decision in J... (4 pages)View decision -
Decision Reference DRN-5158543
24 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5158543 The complaint Mr R complains Admiral Insurance (Gibraltar) Limited has turned down a medical expenses claim he made on a travel insurance policy. What happened In August 2023, Mr R’s annual travel insurance policy with Admiral renewed. In September 2023, Mr R travelled on a... (4 pages)View decision -
Decision Reference DRN-5273979
24 Feb 2025 The Governor and Company of the Bank of Ireland UpheldMortgagesDRN-5273979 The complaint This complaint is about a mortgage held jointly by Mr O and Mrs and Mr R with The Governor and Company of the Bank of Ireland trading as Bank of Ireland (hereafter referred to as BOI). In essence, there are three broad strands to the complaint; these are: in... (4 pages)View decision -
Decision Reference DRN-5269316
24 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5269316 The complaint Mrs U complains about West Bay Insurance Plc’s handling of her claim under her motor insurance policy, specifically its delay in resolving the issue of liability and the impact those delays have had on her. Mrs U has dealt with a business acting as agents durin... (3 pages)View decision -
Decision Reference DRN-5319434
24 Feb 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5319434 The complaint Miss O’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cred... (22 pages)View decision -
Decision Reference DRN-5339044
24 Feb 2025 Topaz Finance Limited UpheldMortgagesDRN-5339044 The complaint Mr and Mrs H complain about a default Topaz Finance Limited trading as Heliodor Mortgages has reported in connection with an unsecured loan originally taken out in connection with a mortgage. What happened In 2006 Mr and Mrs H took a “Together” mortgage with th... (5 pages)View decision -
Decision Reference DRN-5350573
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350573 The complaint Mr F complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (39 pages)View decision
