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 380712 results
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Decision Reference DRN-5215317
24 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5215317 The complaint Mr P complains that he should’ve been eligible for free legal services when remortgaging his Bank of Scotland plc trading as Birmingham Midshires (BM) buy to let (BTL) mortgage. He says the solicitors caused further delays which have caused him a financial loss... (3 pages)View decision -
Decision Reference DRN-5267931
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5267931 The complaint Miss K has complained that HSBC UK Bank Plc can’t provide her with evidence that she tried to pay for her car insurance. What happened Miss K says in December 2023 she tried to renew her car insurance by making a payment from her bank account. She says she rece... (2 pages)View decision -
Decision Reference DRN-5284546
24 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5284546 The complaint Mr H and Miss J are unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) settled their accidental damage claim for less than the value specified in their policy. Mr H and Miss J had buildings and contents insurance underwritten by Admiral. For ease of... (4 pages)View decision -
Decision Reference DRN-5262160
24 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5262160 The complaint Mr H has complained about a transfer of his personal pension with The Royal London Mutual to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in March 2014. Mr H’s QROPS was subsequently used to invest in The Trafalgar Multi-Asset Fund. The ... (10 pages)View decision -
Decision Reference DRN-5266532
24 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5266532 The complaint Ms W complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out suitable affordability checks. What happened In October 2019, Oodle provided Ms W with a hire purchase agreement thr... (4 pages)View decision -
Decision Reference DRN-5237863
24 Jan 2025 FSB Insurance Service Limited Not upheldInsuranceDRN-5237863 The complaint J, a limited company, complains about what FSB Insurance Service Limited did when selling and renewing an employer’s and public liability insurance policy. The complaint is brought on its behalf by its director, Mr D. What happened In August 2021 J took out in... (3 pages)View decision -
Decision Reference DRN-5248855
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5248855 The complaint Miss A complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for support with her mortgage. What happened Miss A has a mortgage with Virgin Money that she was in the process of re-mortgaging towards the end of 2023. Miss A cal... (3 pages)View decision -
Decision Reference DRN-4794549
24 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4794549 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limit on his credit card account. What happened In November 2023, Barclaycard told Mr O it would be reducing his credit limit on his credit... (3 pages)View decision -
Decision Reference DRN-5262428
24 Jan 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5262428 The complaint Mrs G complains through a representative that Advantage Finance Ltd (“Advantage”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In July 2019, Advantage provided Mrs G with a hire purchase agreement for a u... (3 pages)View decision -
Decision Reference DRN-5236051
24 Jan 2025 Wakam Not upheldInsuranceDRN-5236051 The complaint Mr C and Ms R are unhappy Wakam turned down a claim they made on their wedding insurance policy. Although the policy is in joint names as the complaint has been largely brought by Ms R I’ll refer to her in this decision. All references to Wakam include its agen... (3 pages)View decision
