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 360264 results
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Decision Reference DRN-5301814
4 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5301814 The complaint Mrs B has complained about the way Royal & Sun Alliance Insurance Limited (RSA) dealt with a fire claim under her home insurance policy. What happened In November 2022 Mrs B made a claim to RSA after her home was badly damaged by a fire which started in th... (2 pages)View decision -
Decision Reference DRN-5356687
4 Mar 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5356687 The complaint The Administrator of Mr Z’s estate complained because she believes that the maturity value of a mortgage endowment policy taken out alongside a mortgage with a predecessor of Barclays Bank UK PLC was not paid out. As such, she believes the proceeds of the polic... (3 pages)View decision -
Decision Reference DRN-5369162
4 Mar 2025 UBS AG Not upheldInvestmentsDRN-5369162 The complaint Mr and Mrs L complain about the advice they received from UBS AG to invest in an Offshore Bond. They say they have suffered losses as a result of the advice, and incurred costs they shouldn’t have. What happened In May 2018, Mr and Mrs L opened a mortgage faci... (4 pages)View decision -
Decision Reference DRN-4921877
4 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4921877 The complaint Miss P has complained about Royal and Sun Alliance Insurance Limited’s (RSA) decision to decline her claim under her home insurance policy for damage to underground pipes. What happened Miss P had some building works carried out to her home. Afterwards she foun... (3 pages)View decision -
Decision Reference DRN-5244675
4 Mar 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5244675 The complaint Mrs T complains about the way St Andrew's Insurance Plc dealt with a subsidence claim on her home buildings insurance policy, in particular that she was told she was responsible for the cost of some work, and about the way St Andrew’s communicated with her... (3 pages)View decision -
Decision Reference DRN-5369116
4 Mar 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5369116 The complaint Mr M complains TransUnion International UK Limited (TU) are reporting missed payments on his credit file when they shouldn’t be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant e... (5 pages)View decision -
Decision Reference DRN-5274130
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5274130 The complaint Miss S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened At the end of October 2023 Miss S ente... (3 pages)View decision -
Decision Reference DRN-5360449
4 Mar 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5360449 The complaint Mrs H complains J D Williams & Company Limited trading as Simply Be (JDW) won’t pay a refund for irresponsible lending on a store card directly to her. What happened Mrs H originally raised an irresponsible lending complaint to JDW. JDW accepted they’d irre... (4 pages)View decision -
Decision Reference DRN-5347414
4 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5347414 The complaint Mr L complains Capquest Debt Recovery Limited should be held responsible for the mis-sale of his loan, which they are currently servicing. What happened Mr L explained he took out a loan and payment protection insurance (PPI) with a company I’ll refer to as E, ... (2 pages)View decision -
Decision Reference DRN-5255740
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255740 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t refund the money he says was lost as the result of a scam. What happened In July 2023, Mr C was looking online and found an investment opportunity on a social media site. I’ll refer to the company offering the ... (8 pages)View decision
