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 366350 results
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Decision Reference DRN-5135412
27 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5135412 The complaint Miss R complains about how U K Insurance Limited (“UKI”) handled a claim and valued her car following a claim on her motor insurance policy. She says UKI didn’t make reasonable adjustments for her needs. What happened Miss R had a motor insurance policy with UK... (4 pages)View decision -
Decision Reference DRN-5237935
27 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5237935 The complaint Mr C complains that he received nuisance calls from a number which he later found out was Sainsburys Bank Plc. What happened Mr C holds a credit card account with Sainsburys. In September 2024 Mr C received calls from a number he didn’t recognise. Each time he ... (2 pages)View decision -
Decision Reference DRN-5284530
27 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5284530 The complaint Mr B complains that Pearl, now Phoenix Life Limited (‘Phoenix Life’), undertook insufficient due diligence when transferring his personal pensions to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in June 2016. Mr B’s QROPS - the Harbour Retirement ... (9 pages)View decision -
Decision Reference DRN-5267390
27 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5267390 The complaint Mr M complains Advantage Insurance Company Limited (trading as Hastings) handled his motor insurance claim poorly. What happened In December 2023 Mr M’s car was damaged whilst parked. He identified a third-party driver he suspected to have caused the damage. H... (2 pages)View decision -
Decision Reference DRN-5287190
27 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5287190 The complaint M, a religious charity, complains that Starling Bank Limited unreasonably declined to open an account for them. What happened In August 2023 M applied for an account with Starling. The bank reviewed the application but declined to open an account. They decline... (3 pages)View decision -
Decision Reference DRN-5280716
27 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5280716 The complaint Mr and Mrs H are unhappy with how Great Lakes Insurance UK Limited dealt with a claim they made on an annual travel insurance policy. As it is Mrs H leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr H was diag... (3 pages)View decision -
Decision Reference DRN-5242933
27 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5242933 The complaint Mr K complains about Ageas Insurance Limited (“Ageas”) declining a claim he made on his car insurance policy and delays in it dealing with the claim. What happened In January 2024 Mr K was involved in a road traffic accident with another vehicle. He contacted ... (3 pages)View decision -
Decision Reference DRN-5287256
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287256 The complaint Miss P is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened On 10 January 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I issu... (7 pages)View decision -
Decision Reference DRN-5285168
27 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5285168 The complaint Mr O, on behalf of his limited company (C), complains that Starling Bank Limited (Starling) blocked and closed C’s account without reasonable grounds. He says the block meant he couldn’t make repayments against C’s Bounce Back Loan (BBL) debt, and he complains ... (3 pages)View decision -
Decision Reference DRN-5254738
27 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5254738 The complaint Mr W complains that Moneybarn No. 1 Limited trading as Moneybarn was irresponsible in its lending to him. He wants all interest and charges paid under the agreement refunded along with interest. Mr W is represented by a third party but for ease of reference I h... (3 pages)View decision
