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 381196 results
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Decision Reference DRN-5283205
12 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5283205 The complaint Mrs M has complained that Admiral Insurance (Gibraltar) Limited rejected a claim she made under a home and buildings insurance policy she shares jointly with Mr M. What happened In March 2021 Mr and Mrs M’s neighbour had works done to their adjoining roof. Mrs ... (3 pages)View decision -
Decision Reference DRN-4972058
12 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4972058 The complaint Mr F is unhappy with Healthcare Finance Limited’s response to a breach of contract claim he raised with it in relation to orthodontic treatment from a third party “S”. Healthcare Finance provided funding for the treatment and Mr F made a claim under the connect... (4 pages)View decision -
Decision Reference DRN-5289278
12 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5289278 The complaint Mr M has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr M was involved in an incident and made a claim under his motor insurance policy. But when Admi... (2 pages)View decision -
Decision Reference DRN-5275992
12 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5275992 The complaint Mr B complains U K Insurance Limited trading as Direct Line (UKI) unfairly declined to settle his claim on his home insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As ... (3 pages)View decision -
Decision Reference DRN-5260352
12 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5260352 The complaint Mr G complains that Oodle Financial Services Limited (Oodle) acted irresponsibly when they agreed to lend to him. As they didn’t sufficiently check whether he could afford the repayments. In bringing his complaint Mr G is represented by a third party. For ease ... (4 pages)View decision -
Decision Reference DRN-4944045
12 Feb 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-4944045 The complaint Mr L complained about Barclays Bank PLC (Barclays). He said it made errors when he tried to transfer his stocks and shares ISA uninvested cash to a cash ISA. He said Barclays also didn’t respond to his complaint in a timely or helpful manner. He would like Barc... (4 pages)View decision -
Decision Reference DRN-5162657
12 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5162657 The complaint Miss M says Bank of Scotland plc, trading as “Halifax”, refuses to refund her for money she says is missing from her account. She is also unhappy that Halifax closed her account. What happened The facts of this case are well known to both parties, so I won’t re... (2 pages)View decision -
Decision Reference DRN-5287981
12 Feb 2025 Ocaso SA, Compania de Seguros y Reaseguros Not upheldInsuranceDRN-5287981 The complaint Mr H complains Ocaso SA, Compania de Seguros y Reaseguros unfairly declined his escape of water claim. Ocaso’s been represented for the claim. For simplicity I’ve generally referred to the representatives’ actions as being Ocaso’s own. Mr H’s been represented ... (2 pages)View decision -
Decision Reference DRN-5244732
12 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5244732 The complaint Mr and Miss M complain about the way AXA Insurance UK Plc dealt with a claim Mr M made under their home insurance policy. As the lead complainant is Mr M, I will refer to him in my decision on behalf of Mr M and Miss M. What happened In July 2023 Mr M reported ... (2 pages)View decision -
Decision Reference DRN-5193372
12 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5193372 The complaint Mr J complains that Metro Bank PLC gave him unsuitable advice to consolidate his unsecured debts during a re-mortgage application. He says it didn’t take account of the costs associated with the increased period over which the debt was to be repaid. He also co... (6 pages)View decision
