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 1466 results
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Decision Reference DRN-2619114
11 Nov 2021 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-2619114 The complaint Mr R says the advice given and the arrangements made by Portal Financial Services LLP (Portal), trading as Portafina LLP, to transfer his Occupational Pension Scheme (OPS) benefits into a Transact Self-invested Personal Pension (SIPP) and recommend investments in ... (12 pages)View decision -
Decision Reference DRN2094719
23 Dec 2019 Santander UK Plc UpheldBanking and creditMr J complains about his mortgage with Santander UK Plc. He’s been in dispute with Santander for a number of years, but this complaint focusses on events since April 2018. Mr J says he was unable to maintain his mortgage payments due to ill health and asked for Santander to make a reasonab... (25 pages)View decision -
Decision Reference DRN-3775449
28 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3775449 The complaint Mr K says the advice given and the arrangements made by Portal Financial Services LLP (Portal), to transfer his Occupational Pension Scheme (OPS) benefits into a Transact Self- invested Personal Pension (SIPP) and recommend investments in specialist holdings was u... (12 pages)View decision -
Decision Reference DRN4626665
27 Mar 2019 Everyday Lending Limited UpheldBanking and creditMr T has complained about five personal loans he took out with Everyday Lending Limited (trading as “Everyday Loans”). He says that Everyday Loans irresponsibly provided the loans to him.backgroundThis complaint is about five loans Mr T was provided with between August ... (16 pages)View decision -
Decision Reference DRN-4905783
15 Jul 2024 Spring Finance Limited UpheldMortgagesDRN-4905783 The complaint Ms P’s complaint is about a bridging loan she took with Spring Finance Limited. She is unhappy with Spring’s communications, decisions and how it dealt with her from June 2023, as the end of the term was approaching, through to when she repaid the loan in May 2... (13 pages)View decision -
Decision Reference DRN-3507488
19 Jul 2022 Pinnacle Insurance Plc Not upheldInsuranceDRN-3507488 The complaint Miss K complains that Pinnacle Insurance Plc declined her pet insurance claim. My references to Pinnacle include its agents. What happened Miss K has lifetime pet insurance for her rabbit which started on 1 February 2020. Pinnacle is the insurer. When the policy s... (5 pages)View decision -
Decision Reference DRN-4582797
2 Feb 2024 Wakam Not upheldInsuranceDRN-4582797 The complaint Mr C has complained that Wakam unfairly declined a claim on his pet insurance policy. What happened Mr C moved to the UK in March 2023 with his dog whom I’ll refer to as B. Before travelling, B was certified as in good health and free from cardiopulmonary diseases... (3 pages)View decision -
Decision Reference DRN-6046747
5 Jan 2026 Acasta Europe Limited Not upheldInsuranceDRN-6046747 The complaint Mr and Mrs D are unhappy that a claim relating to roof damage under a Guarantee Insurance policy underwritten by Acasta European Insurance Company Limited has been declined. Mr and Mrs D have been dealing with an agent of Acasta who I will refer to as IWA. As t... (2 pages)View decision -
Decision Reference DRN-3825795
25 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3825795 The complaint Mr L’s representative Mr W complained to the Financial Ombudsman Service on 17 October 2019 that Barclays Bank UK PLC didn’t treat him fairly and/or properly take his circumstances into account when the term of his mortgage ended. Specifically, he is concerned tha... (26 pages)View decision -
Decision Reference DRN1004925
17 Nov 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr M complains about AXA Insurance UK Plc’s service under his travel insurance policy.backgroundMr M and his wife Mrs M have a joint travel policy with AXA. When Mr M was on holiday in Europe unfortunately he broke his foot. He’s unhappy with the arrangements AXA ... (2 pages)View decision