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 384131 results
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Decision Reference DRN-5417607
31 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5417607 The complaint Mr R complains about the service he received from Vitality Health Limited under his private medical insurance policy. What happened Mr R holds private medical insurance cover with Vitality through his employer. On 16 July 2024, Mr R was admitted to an NHS hos... (2 pages)View decision -
Decision Reference DRN-5438459
31 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5438459 The complaint Mr P has complained about the transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (“SSAS”) in May 2015. Mr P’s SSAS was subsequently used to invest in two overseas unregulated investments, Dolphin Trust a German pr... (16 pages)View decision -
Decision Reference DRN-5355442
31 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5355442 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) should not have contacted him about fraudulent activity on a cancelled debit card while he was on holiday. What happened Mr H had a current account with Barclays. In September 2024 two attempts were made on... (3 pages)View decision -
Decision Reference DRN-5405968
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5405968 The complaint Mr I complains that Newday Ltd (trading as Marbles) failed to refund him for transactions which he didn’t recognise. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (4 pages)View decision -
Decision Reference DRN-5333511
31 Mar 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5333511 The complaint Mrs G has complained about Tradex Insurance Company PLC. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy and about the delay in settling the claim. What happened Mrs G initially ... (3 pages)View decision -
Decision Reference DRN-5398387
31 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5398387 The complaint Mr D complains that The Co-operative Bank Plc blocked his account without providing a proper explanation. He says this caused him unnecessary stress and worry because he was trying to complete a house purchase. What happened Mr D had a savings account with Co-... (3 pages)View decision -
Decision Reference DRN-5393993
31 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5393993 The complaint Mr A has complained about Liverpool Victoria Insurance Company Limited (LV). He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy and about the poor service he received. What happened ... (2 pages)View decision -
Decision Reference DRN-5439149
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5439149 Complaint Mr E has complained that National Westminster Bank Public Limited Company’s (“NatWest”) overdraft charges placed him in an extended period of financial difficulty. Background NatWest initially provided Mr E with an overdraft in January 2013. It was provided with a... (4 pages)View decision -
Decision Reference DRN-5440807
30 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5440807 The complaint Mrs S complains through her representative that Options UK Personal Pensions LLP didn’t carry out appropriate due diligence on the business that introduced her to it and recommended investments to her. What happened Although Mrs S is represented and her represe... (17 pages)View decision -
Decision Reference DRN-5422256
30 Mar 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5422256 The complaint Mrs M complains that HDI Global Specialty SE (“HDI”) unfairly declined a claim she made under her home insurance policy for damage following a fire. What happened In September 2021 there was a substantial fire at Mrs M’s property, which was being let out to ten... (3 pages)View decision
