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 381194 results
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Decision Reference DRN-5420942
24 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5420942 The complaint Miss M complains that Great Lakes Insurance UK Limited has turned down an abandonment claim she made on a travel insurance policy. What happened In April 2024, Miss M took out a single trip travel insurance policy through a broker. The policy was intended to p... (4 pages)View decision -
Decision Reference DRN-5422670
24 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5422670 The complaint Mr A complains about the service he received from AXA Insurance UK Plc (AXA) when he made a claim under his car insurance policy. What happened Mr A’s car was damaged by a third-party and he made a claim to AXA. It arranged for the car to be inspected. The car... (3 pages)View decision -
Decision Reference DRN-5399755
24 Mar 2025 TSB Bank plc Not upheldMortgagesDRN-5399755 The complaint C, who has been appointed by Mr P as his enduring power of attorney, complains on Mr P’s behalf about action TSB Bank Plc trading as Whistletree has taken in respect of Mr P’s mortgage. What happened In 2003 Mr P took out a mortgage with another lender. The mor... (4 pages)View decision -
Decision Reference DRN-5223995
24 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5223995 The complaint Mr D complained that West Bay Insurance Plc trading as Zenith Insurance cancelled his motorcycle insurance policy. What happened Mr D took out a policy with West Bay in 2024 via an online insurance market comparison site. But when Mr D sent in his motorbike’s ... (3 pages)View decision -
Decision Reference DRN-5070451
24 Mar 2025 Fairstone Financial Management Limited UpheldInvestmentsDRN-5070451 The complaint Mr and Mrs B complain that compensation offered to them by Fairstone Financial Management Limited in respect of the provision of unsuitable investment advice fails to put them back in the position they’d have been in if they’d been suitably advised. What happen... (3 pages)View decision -
Decision Reference DRN-5421641
24 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5421641 The complaint Mr and Mrs R complain that Clydesdale Bank Plc trading as Virgin Money (as the recipient bank) didn’t do enough to prevent them losing money to an investment scam. What happened Between September and November 2022, Mr and Mrs R made payments totalling £41,352 f... (3 pages)View decision -
Decision Reference DRN-5390811
24 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5390811 The complaint Mr and Mrs M complain about the way Santander UK Plc has administered their mortgage account. What happened Mr and Mrs M had an interest only mortgage with Santander, the term of which ended in 2020. Since that time, several holds on the account and temporary ... (4 pages)View decision -
Decision Reference DRN-5420886
24 Mar 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5420886 The complaint Ms M complains that Bank of Ireland (UK) Plc (BoI) has not refunded money that she lost to a scam. What happened Ms M saw an advert online for an investment opportunity which appeared to be endorsed by a well-known financial journalist. She left her details an... (4 pages)View decision -
Decision Reference DRN-5420966
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5420966 The complaint Ms M complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Ms M saw an advert online for an investment opportunity which appeared to be endorsed by a well-known financial journalist. She left her details and was c... (7 pages)View decision -
Decision Reference DRN-5369927
24 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5369927 The complaint Mr C complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest and charges he has paid refunded and any adverse information removed from his credit file. He also wants an affordable repayment plan to be set up. What happened Mr ... (3 pages)View decision
