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 365360 results
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Decision Reference DRN-5523272
7 May 2025 Unum Ltd Not upheldInsuranceDRN-5523272 The complaint Mr J has complained about the decline and handling of his income protection claim by Unum Ltd. What happened The background to this matter is well known to the parties. In summary Mr J has income protection insurance through his employer. This will pay benefit ... (2 pages)View decision -
Decision Reference DRN-5424718
7 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5424718 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr W applied for a Vanquis credit card in November 2018. In his application, Mr W said he was unemployed and h... (3 pages)View decision -
Decision Reference DRN-5164240
7 May 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5164240 The complaint Mr Y complains about the advice given by Portafina Investment Management Ltd – now Harbour Rock Capital Limited – in relation to the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). H... (9 pages)View decision -
Decision Reference DRN-5315839
7 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5315839 The complaint Miss I has complained that Creation Consumer Finance Ltd (“CCF”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. What happened In January 2024, Miss I entered into a fixed sum loan agreement with CCF to fund the purchase of a so... (4 pages)View decision -
Decision Reference DRN-5356400
7 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5356400 The complaint Mr S’s complaint is about the rejection of a claim under the legal expenses section of his home insurance policy with U K Insurance Limited. What happened Mr S contacted UKI to make a claim for costs of pursuing a legal claim for clinical negligence in relatio... (11 pages)View decision -
Decision Reference DRN-5481740
7 May 2025 Brooklin Claims Consultants Ltd UpheldInsuranceDRN-5481740 The complaint Mrs M complains about the way Brooklin Claims Consultants Ltd (BCC) handled a claim, as a loss assessor, that she made on her home insurance policy. Mrs M has been represented on the claim and complaint by her representatives. For simplicity, at points, I’ve re... (5 pages)View decision -
Decision Reference DRN-5274595
7 May 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5274595 The complaint Mr B has complained about advice he was given in 2021 regarding the transfer of his defined-benefit (DB) pension scheme, to a type of personal pension plan. Harbour Rock Capital Limited is now responsible for answering this complaint. Therefore, to keep things ... (10 pages)View decision -
Decision Reference DRN-5535005
7 May 2025 Vitality Health Limited UpheldInsuranceDRN-5535005 The complaint Miss P complains about how Vitality Health Limited (‘Vitality’) handled claims under her private medical insurance policy. What happened Miss P took out a fully medically underwritten private medical insurance policy, provided by Vitality, through an independen... (4 pages)View decision -
Decision Reference DRN-5209343
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5209343 The complaint Mr W complains that Barclays Bank PLC won’t refund the full amount of money he lost to a scam. What happened Mr W complains that on 29 March 2019 and 04 April 2019 he sent two payments of £50,000 to what he thought was a legitimate investment. Mr W says there w... (3 pages)View decision -
Decision Reference DRN-5306871
7 May 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5306871 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) won’t allow her to take a new fixed rate for her existing mortgage unless she completes an advice meeting. She’s also unhappy that the previous terms of her mortgage were replaced by updated terms and conditions when... (4 pages)View decision
