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-5703836
12 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5703836 The complaint Mrs H has complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined the critical illness claim she made following heart surgery. What happened In 2009, Mrs H bought a life and critical illness policy with a 25 year term. In earl... (2 pages)View decision -
Decision Reference DRN-5715729
12 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5715729 The complaint Mr S complains about the service provided by TSB Bank plc when it blocked a payment he wanted to make until he phoned to complete further security checks. To put things right Mr S would like TSB to pay him more substantial financial redress than the £50 it offe... (4 pages)View decision -
Decision Reference DRN-5750128
12 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5750128 The complaint Miss H and Mr H have complained about their home emergency insurer Admiral Insurance (Gibraltar) Limited. They feel it gave them poor service when handling their claim for a boiler, causing costs as well as distress and inconvenience. Miss H has mainly dealt w... (4 pages)View decision -
Decision Reference DRN-5506679
12 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5506679 The complaint Mr H complains that Wise Payments Limited (Wise) will not refund him for failed cash withdrawals despite the money being debited from his account. What happened Mr H states that on 4 October 2024 he attempted to make a cash withdrawal from an Automated Teller ... (5 pages)View decision -
Decision Reference DRN-5677224
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677224 The complaint Mr M complains that National Westminster Bank plc (‘NatWest’) didn’t provide his credit agreement for his account ending 849. Mr M wants clarity regarding his debt and for his distress and inconvenience to be recognised. What happened Mr M’s banked with NatWe... (3 pages)View decision -
Decision Reference DRN-5550038
12 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5550038 The complaint Ms K has complained about her let property insurer Royal & Sun Alliance Insurance Limited because it has declined her claim for escape of water. What happened Ms K called RSA in August 2024 to make a claim. She sent RSA a quote which said due to a potentia... (2 pages)View decision -
Decision Reference DRN-5749021
12 Aug 2025 Elderbridge Limited Not upheldMortgagesDRN-5749021 The complaint Mr O complains that Elderbridge Limited didn’t tell him when his mortgage was transferred to it in 2016 that it didn’t offer new interest rate products, it didn’t give him advance notice of the transfer, and it won’t now offer him a new rate. What happened Mr O... (2 pages)View decision -
Decision Reference DRN-5749847
12 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5749847 The complaint Mrs L complains about West Bay Insurance Plc’s decision to settle a claim on her motor insurance policy. What happened Mrs L had a motor insurance policy with West Bay. In March 2024, there was an incident involving Mrs L’s vehicle and a third-party vehicle in ... (4 pages)View decision -
Decision Reference DRN-5749924
12 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5749924 The complaint Mr S and Mrs S complain about Accredited Insurance (Europe) Ltd’s handling of their buildings insurance claim. All references to Accredited also include its appointed agents. What happened Below is intended to be a summary of the key events forming this complai... (4 pages)View decision -
Decision Reference DRN-5733501
12 Aug 2025 Leeds Building Society Not upheldMortgagesDRN-5733501 The complaint Miss M’s complaint is about a mortgage she took out with Leeds Building Society (LBS) to purchase a share in a leasehold property, a one-bedroomed flat in a block. The owner of the remaining share is a housing association I’ll refer to here as P. P is therefore... (3 pages)View decision
