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 367928 results
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Decision Reference DRN-5221751
26 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5221751 The complaint Ms V is unhappy with the service she received from Zurich Insurance Company Ltd when she claimed on her travel insurance policy for travel delays and medical expenses. What happened The details of this complaint are well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-5113446
26 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5113446 The complaint Ms C complains about the quality of a used car she acquired through a hire purchase agreement with Oodle Financial Services Limited (‘Oodle’). Ms C says that the engine has failed on the car, and she thinks that it wasn’t of satisfactory quality. She would like... (5 pages)View decision -
Decision Reference DRN-5178224
26 Mar 2025 ReAssure Life Limited Not upheldInsuranceDRN-5178224 The complaint Mrs A complains, through her representative, about a reviewable whole of life (RWOL) policy she held with ReAssure Life Limited. She’s unhappy that she was asked to increase the monthly premiums as she was told in 2008 that no changes would be needed in the fut... (12 pages)View decision -
Decision Reference DRN-5427587
26 Mar 2025 National House-Building Council Not upheldInsuranceDRN-5427587 The complaint Mr P has complained about National House Building Council’s (‘NHBC’s’) decision to decline a claim he made regarding his property’s damaged cladding, under his NHBC Buildmark Policy (the ‘warranty’). What happened In January 2024, Mr P submitted a claim to NHBC... (3 pages)View decision -
Decision Reference DRN-5188567
26 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5188567 The complaint Mr M and Ms M are unhappy with the service they received from AWP P&C S.A. when they needed medical assistance whilst abroad. What happened Mr and Ms M were abroad in August 2022 when Ms M became very unwell with Covid-19. Mr and Ms M say they received very... (2 pages)View decision -
Decision Reference DRN-5339714
26 Mar 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5339714 The complaint The trustees and executors of ‘The P Trust’ have complained about the advice received from St James’s Place Wealth Management Plc (‘SJPWM’). They say SJPWM didn’t meet the family’s requirements as Passive Foreign Investment Company (‘PFIC’) tax had been incurre... (4 pages)View decision -
Decision Reference DRN-5427704
26 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5427704 The complaint Mr W complains that Link Financial Outsourcing Limited trading as Link Financial (Link) failed to deal with his dispute about his account in a timely manner and didn’t respond to his emails on numerous occasions. What happened I set out the background to this c... (4 pages)View decision -
Decision Reference DRN-5384500
26 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5384500 The complaint Ms W is unhappy that Barclays Bank UK PLC told her in November 2023 that fees incurred in relation to her mortgage a number of years prior were outstanding and needed to be repaid. Ms W was under the impression that the fees had been removed following a complai... (4 pages)View decision -
Decision Reference DRN-5269321
26 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5269321 The complaint Mrs J complains about the information given to her by Liverpool Victoria Insurance Company Limited (LV) when taking out a new motor insurance policy. Mrs J is represented by Mr J. What happened In January 2024 Mr J told LV that Mrs J was getting a new car, an... (2 pages)View decision -
Decision Reference DRN-5177725
26 Mar 2025 Evelyn Partners Investment Management Services Limited Not upheldPensions and AnnuitiesDRN-5177725 The complaint Mr J complains that Evelyn Partners Investment Management Services Limited caused unnecessary delays in transferring both his Self-invested Personal Pension (‘SIPP’) and his Individual Savings Account (‘ISA’). What happened On 18 October 2023 Mr J contacted Eve... (3 pages)View decision
