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 122183 results
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Decision Reference DRN-5170801
30 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5170801 The complaint Ms B complains about the decline of her home insurance claim by Ageas Insurance Limited (‘Ageas’). Ageas are the underwriters of this insurance policy. Some of this complaint is about the actions of their appointed agents. As Ageas accept they’re responsible fo... (4 pages)View decision -
Decision Reference DRN-4937706
30 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4937706 The complaint Miss K complains Clydesdale Bank Plc trading as Virgin Money recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened Miss K held a current and savings accounts with Virgi... (4 pages)View decision -
Decision Reference DRN-5259532
30 Jan 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5259532 The complaint Mr P complains that Specialist Motor Finance Limited (“SMF”) was irresponsible to lend to him and did not respond appropriately to his financial difficulties. What happened Mr P was approved for a car loan with SMF on 8 June 2018. He borrowed £4,391 and needed... (3 pages)View decision -
Decision Reference DRN-5243586
30 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5243586 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to make reasonable adjustments for him. He is also unhappy with how his calls were handled when he spoke to Barclays about what adjustments it could make for him. What happened On 17 September ... (3 pages)View decision -
Decision Reference DRN-5298110
30 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5298110 The complaint Mr and Mrs H complain Accredited Insurance (Europe) Ltd unfairly declined a claim they made for damage to their driveway following a leak from an underground pipe. What happened Mr and Mrs H found water on their driveway. They had part of the driveway dug up t... (4 pages)View decision -
Decision Reference DRN-5297514
30 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5297514 The complaint Mr M has complained that NatWest acted irresponsibly when it provided him with a loan for £7,500 in December 2022. Background Mr M applied for a loan, and two credit cards, with NatWest in December 2022. All three forms of credit were approved. Mr M has since ... (3 pages)View decision -
Decision Reference DRN-5291275
30 Jan 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5291275 The complaint Mr H has complained about how Helvetia Global Solutions Ltd (Helvetia) dealt with his claim under a furniture warranty. What happened Mr H made a claim for damage to his sofa caused by a pet. Helvetia sent a technician to assess the damage and accepted the cla... (3 pages)View decision -
Decision Reference DRN-5246895
30 Jan 2025 Family Equity Plan Limited UpheldBanking and PaymentsDRN-5246895 The complaint Mr S is unhappy because he’s been unable to get online access his daughters Junior ISA (“JISA”), held with Family Equity Plan Limited (“FEP”), for several months. What happened In October 2023, Mr S set up a JISA for his daughter with FEP. The following month, ... (3 pages)View decision -
Decision Reference DRN-5136913
30 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5136913 The complaint Ms G is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse her for the money she lost when she fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at ... (4 pages)View decision -
Decision Reference DRN-5292110
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5292110 The complaint Miss L complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision
