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 368546 results
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Decision Reference DRN-5498407
23 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5498407 The complaint Miss T complains that Nationwide Building Society failed to provide sufficient support for her in respect of her problems with gambling, causing her to lose a lot of money. And that it applied an online block on her account which failed to block online gambling... (3 pages)View decision -
Decision Reference DRN-5332017
23 Apr 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5332017 The complaint Ms W complains that Scottish Widows Limited trading as Clerical Medical (Scottish Widows) caused delays in implementing a Court ordered Pension Sharing Order (PSO) and processed it at a lower value than it should have. She wants the value increased and compensa... (4 pages)View decision -
Decision Reference DRN-5080465
23 Apr 2025 KIRBY THOMAS & CO (IFA) LTD Not upheldPensions and AnnuitiesDRN-5080465 The complaint Mrs D complains that KIRBY THOMAS & CO (IFA) LTD (Kirby Thomas) misadvised her over a number of years that her pension investments were suitable for her when they weren’t, resulting in significant losses. She wants compensation for her losses. Mrs D is ass... (5 pages)View decision -
Decision Reference DRN-5501751
23 Apr 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5501751 The complaint Mr M complained that Zurich Insurance Company Ltd (“Zurich”) unreasonably declined his claim for the cost of emergency works following the report of a gas leak. Zurich were providing a home insurance “block” policy. What happened Mr M’s local gas distribution c... (2 pages)View decision -
Decision Reference DRN-5501705
23 Apr 2025 A plan holdings Not upheldInsuranceDRN-5501705 The complaint Mr J complained that his broker, A plan holdings (“A plan”) mis-sold his home insurance policy. What happened Mr J made a claim to his insurer when a suction handle near his bath lost its grip, fell onto the hot tap at an angle and caused it to “turn on”. Mr J ... (3 pages)View decision -
Decision Reference DRN-5502078
23 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5502078 The complaint Miss M is unhappy with Santander UK Plc. A payment was made into her account by her property managing agent on behalf of a tenant who rents one of her properties. But the payment was then sent by Santander to another account. It claimed this was directly to the... (3 pages)View decision -
Decision Reference DRN-5502001
23 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502001 The complaint Mr and Mrs L complain Barclays Bank UK PLC froze and subsequently closed accounts after they tried to make two payments which Barclays blocked. They also complain Barclays cancelled a Direct Debit. his What happened Mr and Mrs L explained they tried to make a p... (5 pages)View decision -
Decision Reference DRN-5501047
23 Apr 2025 Allium Money Limited UpheldConsumer CreditDRN-5501047 The complaint Mrs O complains about how Allium Money Limited trading as Allium Money (“AM”) handled a claim she made in relation to a fixed sum loan agreement. What happened I sent AM and Mrs O my provisional findings on this complaint on 8 April 2025. A copy of that decisio... (9 pages)View decision -
Decision Reference DRN-5241764
23 Apr 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5241764 The complaint Mrs D complains about a faulty mobile phone device she acquired through a fixed sum loan agreement with Telefonica UK Limited trading as O2. Mrs D is represented in this complaint. But for ease, I’ll mainly refer to Mrs D throughout my decision. What happened... (3 pages)View decision -
Decision Reference DRN-5501528
23 Apr 2025 Embark Services Limited Not upheldPensions and AnnuitiesDRN-5501528 The complaint Mrs G, as beneficiary of the late Mr C’s Self-Invested Personal Pension (‘SIPP’), complains that Embark Services Limited didn’t undertake sufficient due diligence on an investment that the late Mr C made within his SIPP or the business that introduced him to Em... (9 pages)View decision
