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 124111 results
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Decision Reference DRN-5659528
28 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5659528 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (Admiral) declined his claim following a road traffic accident he was involved in, under his motor insurance policy. What happened Mr M was involved in a serious collision whilst driving his car in July... (3 pages)View decision -
Decision Reference DRN-5762037
28 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5762037 The complaint Mr B complains about the settlement offer by esure Insurance Limited on his car insurance policy. What happened I’m sorry to hear that Mr B was involved in an accident in his car. He raised a claim with esure who accepted it. After validating the claim, esure s... (4 pages)View decision -
Decision Reference DRN-5775585
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5775585 The complaint Mr F complains about the service he received from Clydesdale Bank Plc trading as Virgin Money, in connection with his credit card account. What happened Mr F holds a credit card account with Virgin. In late 2023, Mr F’s card expired, and Virgin Money wrote to ... (3 pages)View decision -
Decision Reference DRN-5400749
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5400749 Complaint Mr H and the estate of the late Mrs H complain that HSBC UK Bank Plc didn't pay a refund after it learned that Mrs R had fallen victim to a scam. Background The background to this complaint is familiar to both parties, so I will only provide a brief summary of... (3 pages)View decision -
Decision Reference DRN-5782564
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782564 The complaint Mrs S complains about how Ageas Insurance Limited (‘Ageas) handled an escape of water claim she made under her home insurance policy. Mrs S has been represented throughout this claim and complaint, however, for ease of reading, I will refer to all actions take... (5 pages)View decision -
Decision Reference DRN-5499418
28 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5499418 The complaint Mr and Mrs T complain Nationwide Building Society won’t reimburse £41,000 they lost to an investment opportunity that they now consider to be an Authorised Push Payment (APP) scam. In bringing his complaint, Mr and Mrs T have used the services of a professional... (8 pages)View decision -
Decision Reference DRN-5546751
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5546751 The complaint J has complained Clydesdale Bank plc, trading as Virgin Money, should have done more to prevent them being a victim of a scam. What happened Mr R acts a sole trader for a business called J. Mr R is in his 80s and retired in 2006. J’s business account was retain... (3 pages)View decision -
Decision Reference DRN-5733936
28 Aug 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5733936 The complaint Mr and Mrs P are unhappy with what ARAG Legal Expenses Insurance Company Limited did after they made claims on their legal expenses insurance policy. Although the policy is in joint names, as the claims have been largely pursued by Mr P, I’ll mainly refer to hi... (7 pages)View decision -
Decision Reference DRN-5782357
28 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5782357 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. Mr M’s complaint has been handled by a representative, but for ease I’ve written as if we’ve dealt wit... (5 pages)View decision -
Decision Reference DRN-5781457
28 Aug 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5781457 The complaint Mr T complains that Ascot Lloyd Limited trading as Ascot Lloyd gave him unsuitable advice to transfer the deferred benefits, he held in two defined benefit occupational pension schemes, to a self-invested personal pension (‘SIPP’). He says that it will cause hi... (10 pages)View decision
