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 344609 results
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Decision Reference DRN-4954171
13 Aug 2024 Wakam UpheldInsuranceDRN-4954171 The complaint Mr D complains that Wakam declined a claim for storm damage under his home insurance. Mr D’s policy was sold and is administered by a third party company on Wakam’s behalf and all his correspondence has been with this company. However, Wakam is the policy under... (7 pages)View decision -
Decision Reference DRN-4903902
13 Aug 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4903902 The complaint Miss M complains about Red Sands Insurance Company (Europe) Limited (Red Sands) withdrawing her pet insurance policy. References to Red Sands include their agents who administer the policy. What happened Miss M had a pet insurance policy with Red Sands coveri... (3 pages)View decision -
Decision Reference DRN-4798093
13 Aug 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4798093 The complaint Mr H is complaining about Clydesdale Bank Plc trading as Virgin Money because he says it defaulted his account unfairly. He thinks the default should be removed from his account. What happened Mr H had a credit card account with Virgin Money that was opened in ... (3 pages)View decision -
Decision Reference DRN-4881771
13 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4881771 The complaint Mrs W complains Nationwide Building Society (“Nationwide”) placed restrictions on her account in March 2022 which had an effect on her ability to manage her account. She also complains she wasn’t kept updated on the status of her account. What happened When thi... (2 pages)View decision -
Decision Reference DRN-4804168
13 Aug 2024 Cofunds Limited UpheldPensions and AnnuitiesDRN-4804168 The complaint Mr J complains that Cofunds Limited (Cofunds) caused avoidable delays to the sale of his investments, leading to a financial loss. What happened Mr J had funds invested with Cofunds. In July 2023 he wanted to withdraw his funds and transfer them to another plat... (8 pages)View decision -
Decision Reference DRN-4891056
13 Aug 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4891056 The complaint Mr G complains TSB Bank PLC has incorrectly debited his account by £222 and he would like this money returned. What happened Mr G says he tried to book a log cabin online, but the deposit payments were blocked three times by TSB. Mr G says he was told by TSB th... (2 pages)View decision -
Decision Reference DRN-4536252
13 Aug 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4536252 The complaint A company, which I’ll refer to as G, complains that TSB Bank plc has unfairly taken recovery action for the debt on its Bounce Back Loan (BBL). What happened G successfully applied for a £25,000 BBL from TSB in June 2020. BBLs were designed to help businesses ... (4 pages)View decision -
Decision Reference DRN-4928339
13 Aug 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4928339 The complaint Ms M has complained about the way Hiscox Insurance Company Limited dealt with an escape of water claim she made under her home insurance policy which she jointly shares with Mr M. As Ms M is the lead complainant in this case I’ll refer to her in my decision. Wh... (3 pages)View decision -
Decision Reference DRN-4964028
13 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4964028 The complaint Mrs P complains, on behalf of Mr P, about a solar panel system (“the system”) he purchased using a loan from Creation Consumer Finance Ltd. What happened In 2015, Mr P purchased the system from a supplier, which I will call “S”. He paid for this using a loan f... (3 pages)View decision -
Decision Reference DRN-4576460
13 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4576460 The complaint Ms J complains she was charged interest by Creation Consumer Finance Ltd (Creation). What happened On 4 December 2022, Ms J borrowed money from Creation on a Buy Now Pay Later (BNPL) agreement. It was for a washing machine and was completed at the electrical re... (3 pages)View decision