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 385798 results
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Decision Reference DRN-5204097
9 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5204097 The complaint Ms W complains The Co-operative Bank Plc unfairly closed her accounts immediately without notice. What happened Ms W held business accounts and a personal account with The Co-op. In early March 2024 The Co-op restricted Ms W’s accounts, and informed her that ... (3 pages)View decision -
Decision Reference DRN-5399350
9 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5399350 The complaint Mr O is unhappy with the decision by Royal & Sun Alliance Insurance Limited (RSA) following a claim for storm damage on his home insurance policy. What happened Mr O held a home insurance policy with RSA which included cover for storm damage. The policy te... (4 pages)View decision -
Decision Reference DRN-5426630
9 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5426630 The complaint The estate of Mrs W complains because Vitality Life Limited (‘Vitality’) hasn’t paid claims under four life insurance policies. Mr W has brought this complaint to us in his capacity as the executor of Mrs W’s estate. Mr W has appointed a representative to corre... (4 pages)View decision -
Decision Reference DRN-5433546
9 Apr 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433546 The complaint Ms C says that a secured (second charge) loan she took out in 2021 with Tandem Home Loans Ltd trading as Oplo was unaffordable and irresponsibly lent. What happened Ms C applied for this loan in January 2021 through an independent mortgage broker. The offer iss... (4 pages)View decision -
Decision Reference DRN-5108664
9 Apr 2025 EE Limited Not upheldConsumer CreditDRN-5108664 The complaint Mr A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In October 2022, Mr A took out a loan with EE to buy a brand new mobile telephone device. The loan was scheduled to be repaid over a period of two ye... (3 pages)View decision -
Decision Reference DRN-5469586
9 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5469586 The complaint Mr and Mrs B are unhappy that AXA Insurance UK Plc (“AXA”) declined their theft claim. Mr and Mrs B had buildings and contents insurance underwritten by AXA. For ease of reading, I’ll refer only to Mr B throughout my decision. But any reference to him, or AXA,... (4 pages)View decision -
Decision Reference DRN-5329827
9 Apr 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5329827 The complaint Mr O has complained about the experience he had with Great Lakes Insurance UK Limited (‘Great Lakes’) when he made a claim for assistance whilst abroad. What happened Mr and Mrs O had a travel insurance policy, underwritten by Great Lakes. Whilst abroad, Mr O s... (2 pages)View decision -
Decision Reference DRN-5227728
9 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5227728 The complaint Mr T has complained that U K Insurance Limited (‘UKI’) unfairly declined his claim. What happened Mr T has a travel insurance policy as part of a packaged bank account, underwritten by UKI. Mr T booked a trip for himself and his children on 1 December 2023. His... (3 pages)View decision -
Decision Reference DRN-5470313
9 Apr 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5470313 The complaint Mr and Mrs E have complained about their car insurer AA Underwriting Insurance Company Limited, they remain unhappy with it regarding a claim made following an accident in 2022. Mr and Mrs E have complained to the Financial Ombudsman Service previously in resp... (4 pages)View decision -
Decision Reference DRN-5382424
9 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5382424 The complaint Miss K has complained about Tesco Bank Personal Finance Limited trading as Tesco Bank defaulted her account despite her informing the bank of her financial difficulties. What happened Miss K held a credit card account with Tesco Bank. Miss K missed her contract... (2 pages)View decision
