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 375119 results
-
Decision Reference DRN-5768635
22 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5768635 The complaint Mr M and Mrs Z complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t settle their storm claim fully under their home insurance policy. What happened Admiral declined Mr M and Mrs Z’s claim for storm damage but offered to repair “the internal ... (3 pages)View decision -
Decision Reference DRN-5601806
22 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5601806 The complaint Mrs D complains that when she made a porting application, Bank of Scotland plc trading as Halifax required her to pay for specialist reports and repair estimates for the property she wanted to buy. She says this was unnecessary and caused delays and inconvenien... (4 pages)View decision -
Decision Reference DRN-5640308
22 Aug 2025 GSI WEALTH MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-5640308 The complaint Mr A complains about the advice given by GSI Wealth Management Ltd (‘GSI’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and will caus... (11 pages)View decision -
Decision Reference DRN-5535616
22 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5535616 The complaint Mr K has complained that St. James's Place Wealth Management Plc (‘SJP’) should have been more proactive in keeping him informed around the changes to annuity rates in 2022. Mr K says that had SJP informed him that annuity rates were improving throughout ... (5 pages)View decision -
Decision Reference DRN-5606826
22 Aug 2025 Wakam Not upheldInsuranceDRN-5606826 The complaint Mrs A complains that Wakam gave incorrect information about her pet insurance policy which led to her incurring costs which weren’t covered. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (4 pages)View decision -
Decision Reference DRN-5772806
22 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5772806 The complaint Miss D complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Miss D made a claim on her motor insurance policy after her car was damaged by a t... (3 pages)View decision -
Decision Reference DRN-5633885
22 Aug 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5633885 The complaint Mr H says Bank of Scotland plc (‘BoS’), irresponsibly lent to him. Mr H says he was a vulnerable customer at the time, and he made this known to BoS. He thinks it shouldn’t have lent to him for this reason. Mr H’s complaint has been brought by a representative... (4 pages)View decision -
Decision Reference DRN-5771852
22 Aug 2025 Fluent Money Limited UpheldMortgagesDRN-5771852 The complaint Mr B and Miss O complain that Fluent Money Limited gave them bad advice when it recommended they should take a secured second charge loan. What happened In December 2022, Fluent Money gave Mr B and Miss O mortgage advice. It recommended that they should take ou... (8 pages)View decision -
Decision Reference DRN-5755437
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5755437 The complaint Mr L complains Santander UK Plc didn’t do enough to help get refunds for transactions made on his debit card. What happened In October 2024, Mr L booked flights for himself and his family, paying with his Santander debit card. Mr L made a further purchase for ... (3 pages)View decision -
Decision Reference DRN-5771731
22 Aug 2025 Equifinance Limited UpheldMortgagesDRN-5771731 The complaint Mr B and Miss O complain that Equifinance Limited lent to them irresponsibly. What happened In January 2023, following advice from a third party broker, Mr B and his daughter Miss O took out a secured loan with Equifinance. The loan was for £66,490 repayable ov... (5 pages)View decision
