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 121115 results
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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 -
Decision Reference DRN-5213681
24 Feb 2025 Scottish Widows Limited UpheldInvestmentsDRN-5213681 The complaint Miss C’s complaint against Scottish Widows Limited (“SW”) is about the conversion of shares she held in a portfolio fund from one class to another. She complains that SW did not provide a satisfactory explanation for the conversion and feels she has lost out be... (4 pages)View decision -
Decision Reference DRN-5340158
24 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5340158 The complaint Miss O and Mr A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (20 pages)View decision -
Decision Reference DRN-4913366
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4913366 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (8 pages)View decision
