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 352408 results
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Decision Reference DRN-4636024
8 Mar 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4636024 The complaint Miss F complains that The Royal London Mutual Insurance Society Limited has turned down an incapacity claim she made on a personal income protection insurance policy. What happened Miss F has held a personal income protection insurance policy for some years. When ... (4 pages)View decision -
Decision Reference DRN-4664718
8 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4664718 The complaint Mr and Mrs N complain that a timeshare product was misrepresented to them and that the seller is in breach of contract. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs N say they have a claim a... (6 pages)View decision -
Decision Reference DRN-4664055
8 Mar 2024 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-4664055 The complaint Mrs R complains about Family Assurance Friendly Society Limited trading as OneFamily. OneFamily has withdrawn a product that she invested in. Mrs R says this has impacted her negatively. She says that she has had to employ a financial adviser and the investments a... (2 pages)View decision -
Decision Reference DRN-4307517
8 Mar 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4307517 The complaint Mr B has complained that Ikano Bank AB (publ) “Ikano” has rejected his claim under Section 75 of the Consumer Credit Act 1974 “the Act”. What happened Mr B bought solar panels for his home in 2017, funded by a loan from Ikano. Mr B alleges that he was mis-led by t... (3 pages)View decision -
Decision Reference DRN-4670541
8 Mar 2024 HBOS Investment Fund Managers Limited UpheldInvestmentsDRN-4670541 The complaint Mrs P complains that HBOS Investment Fund Managers Limited have failed to pay her share compensation. Mrs P is being represented by her daughter, but for ease of reference I shall refer to Mrs P only throughout my decision. What happened Mrs P has held three inve... (4 pages)View decision -
Decision Reference DRN-4217658
8 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4217658 The complaint Mr T complains that Metro Bank PLC discriminated against him because of his nationality when he applied to open an account. What happened Mr T has dual nationality. He applied to open an account with Metro online in February 2023. Following this, Metro wrote to Mr... (3 pages)View decision -
Decision Reference DRN-4664381
8 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4664381 The complaint Mr E complains that Watford Insurance Company Europe Limited (“Watford”) declined a claim under his motor insurance policy. What happened Mr E had a motor insurance policy with Watford covering his car. He took out the policy through a broker. He originally bought... (3 pages)View decision -
Decision Reference DRN-4670204
8 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4670204 The complaint Miss B complains Nationwide Building Society didn’t do enough to protect her when she fell victim to a safe account scam. What happened Miss B has a couple of accounts with Nationwide Building Society, an account with an Electronic Money Institution (an “EMI”) – w... (4 pages)View decision -
Decision Reference DRN-4653540
8 Mar 2024 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-4653540 Complaint Mr W has complained that Creation Consumer Finance Ltd (“Creation”) irresponsibly provided him with an unaffordable credit account. He’s said that the credit limit he was given was not affordable. Background Mr W was provided with a credit account, with a credit limit... (3 pages)View decision -
Decision Reference DRN-4670148
8 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4670148 The complaint Miss M Has complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under a home insurance policy. What happened Miss M contacted Ageas to make a claim for storm damage. Ageas didn’t accept the claim because it said there weren’t storm conditions ... (3 pages)View decision
