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 374385 results
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Decision Reference DRN-5240965
24 Feb 2025 Action 365 Ltd Not upheldInsuranceDRN-5240965 The complaint Mrs T complains Action 365 Ltd trading as Pukka Services (Action 365) unfairly settled her claim on her motor insurance policy. Action 365 are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. A... (3 pages)View decision -
Decision Reference DRN-5269316
24 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5269316 The complaint Mrs U complains about West Bay Insurance Plc’s handling of her claim under her motor insurance policy, specifically its delay in resolving the issue of liability and the impact those delays have had on her. Mrs U has dealt with a business acting as agents durin... (3 pages)View decision -
Decision Reference DRN-5319434
24 Feb 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5319434 The complaint Miss O’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cred... (22 pages)View decision -
Decision Reference DRN-5264187
24 Feb 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5264187 The complaint Mr G complains about how National Westminster Bank Plc treated him when he got into financial difficulty on his mortgage. He says it didn’t offer appropriate assistance, and ended up repossessing his property, leaving him homeless. What happened Mr G took out h... (5 pages)View decision -
Decision Reference DRN-5296627
24 Feb 2025 British Gas Services Limited Not upheldInsuranceDRN-5296627 The complaint Miss B complains that when British Gas Services Limited (“BG”) serviced her boiler, it didn’t notice problems with its installation. What happened Miss B had a boiler repair and servicing policy with BG covering her domestic boiler. In March 2022 Miss B had her... (3 pages)View decision -
Decision Reference DRN-5339044
24 Feb 2025 Topaz Finance Limited UpheldMortgagesDRN-5339044 The complaint Mr and Mrs H complain about a default Topaz Finance Limited trading as Heliodor Mortgages has reported in connection with an unsecured loan originally taken out in connection with a mortgage. What happened In 2006 Mr and Mrs H took a “Together” mortgage with th... (5 pages)View decision -
Decision Reference DRN-5350573
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350573 The complaint Mr F complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (39 pages)View decision -
Decision Reference DRN-5351078
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5351078 The complaint Miss G complains about the service she received from HSBC UK Bank Plc (“HSBC”) regarding a direct debit indemnity claim she raised. In particular, she is unhappy at the time it took HSBC to cancel the claim. Miss G says as a result of this she’s suffered intere... (3 pages)View decision -
Decision Reference DRN-5213681
24 Feb 2025 Scottish Widows Limited UpheldInvestmentsDRN-5213681 The complaint Miss C’s complaint against Scottish Widows Limited (“SW”) is about the conversion of shares she held in a portfolio fund from one class to another. She complains that SW did not provide a satisfactory explanation for the conversion and feels she has lost out be... (4 pages)View decision -
Decision Reference DRN-5340158
24 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5340158 The complaint Miss O and Mr A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (20 pages)View decision
