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 381195 results
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Decision Reference DRN-4530470
11 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4530470 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs L purchased membership of a timeshare (the ... (11 pages)View decision -
Decision Reference DRN-5614143
11 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5614143 The complaint Mr M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate inves... (42 pages)View decision -
Decision Reference DRN-5588607
11 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5588607 The complaint Mr G complains about information that Nationwide Building Society (NBS) gave him about interest for fixed rate bond accounts. As a consequence, Mr G has incurred costs and suffered inconvenience. What happened In 2022, Mr G went to a branch of NBS to enquire a... (3 pages)View decision -
Decision Reference DRN-5612240
11 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5612240 The complaint Mr L complains Nationwide Building Society (Nationwide) unfairly declined his section 75 Consumer Credit Act 1974 claim for a faulty kitchen. What happened I issued my provisional decision in May this year – an extract for which can be found below. On 29 Novem... (9 pages)View decision -
Decision Reference DRN-5598499
11 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5598499 The complaint Miss R complains U K Insurance Limited (‘UKI) unfairly declined a theft claim she made under her home insurance policy. What happened Miss R held a home insurance policy underwritten by UKI. She contacted them to make a theft claim for gold jewellery. She said... (2 pages)View decision -
Decision Reference DRN-5571117
11 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5571117 The complaint Mr A and Ms S complain about Admiral Insurance (Gibraltar) Limited’s handling of a claim under a home insurance policy. What happened Mr A and Ms S had a home insurance policy with Admiral. In December 2022, there was a leak from pipework in their roof, causing... (4 pages)View decision -
Decision Reference DRN-5506371
11 Jun 2025 Skipton Building Society UpheldPensions and AnnuitiesDRN-5506371 The complaint Mr M has complained about pension planning advice he received from Skipton Building Society. What happened Following a referral, Mr M contacted Skipton Building Society (Skipton) to ask for advice on options available for investing a lump sum. On 3 March 2023 ... (8 pages)View decision -
Decision Reference DRN-5583088
11 Jun 2025 Wakam UpheldInsuranceDRN-5583088 The complaint Mr A has complained about Wakam's decision to reject a claim he made under a home insurance policy. He also complained that Wakam had provided a poor service and caused delays when looking at his claim. What happened Mr A bought a home insurance policy thr... (2 pages)View decision -
Decision Reference DRN-5615404
11 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5615404 The complaint Mr A complains Lloyds Bank PLC unfairly closed his account; prevented him accessing and using funds during the notice period; returned two payments totalling £290 back to remitters; and he’s been unable to open another bank account elsewhere. He is also unhappy... (5 pages)View decision -
Decision Reference DRN-5583795
11 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5583795 The complaint Mrs F complains Covea Insurance plc (Covea) didn’t act fairly or reasonably when she made a claim on her motor insurance policy. Covea are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Cov... (3 pages)View decision
