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 360982 results
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Decision Reference DRN-5400734
18 Mar 2025 Forester Life Limited Not upheldInvestmentsDRN-5400734 The complaint Mr F complained about Forester Life Limited t/a Foresters Financial (Foresters). He said Foresters delayed opening his stocks and shares ISA. He said as he wasn’t able to invest his money during this time, he incurred a loss. He said the amount he invested also... (5 pages)View decision -
Decision Reference DRN-5396825
18 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5396825 The complaint Mr H has complained about his home insurer U K Insurance Limited regarding poor repairs completed by it in response to a subsidence claim he made. What happened Mr H made a claim to UKI when he noted crack damage at his home. It accepted a claim for subsidence... (3 pages)View decision -
Decision Reference DRN-5401319
18 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5401319 The complaint Miss S complains Barclays Bank UK PLC (Barclays) provided poor customer service when she requested the switch of her bank account to them to be cancelled. What happened Miss S says on 21 August 2024 she completed an online request to switch her existing bank ac... (3 pages)View decision -
Decision Reference DRN-5402728
18 Mar 2025 Essential Risk Solutions Limited Not upheldInsuranceDRN-5402728 The complaint The estate of Mr T complains that Essential Risk Solutions Limited trading as Waddle Insurance mis-sold Mr T two protection insurance policies. Mr T’s estate is represented by Ms D. What happened In 2018, Waddle had sold Mr T two life assurance policies. One ... (4 pages)View decision -
Decision Reference DRN-5404651
18 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5404651 The complaint Mrs N’s representative complains on her behalf that Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined her claim on her home insurance policy for malicious damage. References to Mrs N, or her representative, will include the othe... (4 pages)View decision -
Decision Reference DRN-5158418
18 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5158418 The complaint Miss P is unhappy a student account was taken out in her name without her request or consent. What happened Miss P was made aware of a student account taken out in her name when a Royal Bank of Scotland (RBS) debit card and PIN number were delivered to her hom... (3 pages)View decision -
Decision Reference DRN-5334148
18 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5334148 The complaint Miss C complains Vanquis Bank Limited (Vanquis) acted irresponsibly when it increased the credit limits on her credit card account and offered her a new credit card following the closure of her first credit card account. What happened Miss C says she took out a... (3 pages)View decision -
Decision Reference DRN-5356175
18 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5356175 The complaint Mrs B has complained that AXA PPP Healthcare Limited paid an invoice for treatment she didn’t fully receive under a private medical insurance policy. What happened In August 2024 Mrs B underwent surgery, the full costs of which were covered by AXA, less the ex... (2 pages)View decision -
Decision Reference DRN-5309473
18 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5309473 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) unfairly declined his claim and cancelled his motor insurance policy following an accident he was involved in. What happened In January 2024 Mr M was involved in a car accident. He contacted Mar... (4 pages)View decision -
Decision Reference DRN-5402073
18 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5402073 The complaint Mr T has complained about a transfer of his personal pension with Zurich Assurance Ltd (Zurich) to a small self-administered scheme (SSAS) in January 2015. Mr T’s SSAS was subsequently used to invest in The Resort Group (TRG), in a resort development in Cape Ve... (19 pages)View decision
