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 364422 results
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Decision Reference DRN-5136160
13 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5136160 The complaint Miss P has complained about her home insurer U K Insurance Limited. She is not happy with how it handled a claim she made when her home was burgled. What happened There was a break in at Miss P’s home in January 2024. All her jewellery, along with watches, cas... (3 pages)View decision -
Decision Reference DRN-5148891
13 Dec 2024 Chase de Vere Independent Financial Advisers limited Not upheldPensions and AnnuitiesDRN-5148891 The complaint Mrs C’s complaint against Chase de Vere Independent Financial Advisers limited is that it misadvised her late husband to buy an annuity that didn’t provide a spouse’s pension. What happened I’ve issued two provisional decisions on this complaint. The first dat... (14 pages)View decision -
Decision Reference DRN-5076848
13 Dec 2024 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5076848 The complaint Mr G complains that St James’s Place Wealth Management Plc (‘SJP’) sold him an income protection insurance policy that wasn’t suitable for his needs. What happened In August 2013, SJP sold Mr G an income protection insurance policy with a deferred period of fou... (3 pages)View decision -
Decision Reference DRN-5127769
13 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5127769 The complaint Mr M complained that Royal & Sun Alliance Insurance Limited (“RSA”) should’ve deemed his car was beyond economic repair and provided him with a cash settlement for his car. He was unhappy with the general level of customer service and delays with RSA comple... (3 pages)View decision -
Decision Reference DRN-5211227
13 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5211227 The complaint Mrs P has complained about her property insurer Royal & Sun Alliance Insurance Limited (RSA) because it has declined her claim for storm damage to her rear-boundary garden wall. What happened In early 2023 Mrs P noticed cracking to the left hand corner end... (4 pages)View decision -
Decision Reference DRN-4551670
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4551670 The complaint Ms G complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Ms G was contac... (3 pages)View decision -
Decision Reference DRN-5006909
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5006909 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays told us: It carried out a Know Your Customer (KYC) review of M’s account in 2022 and 2023. It has a regulatory responsibility ... (4 pages)View decision -
Decision Reference DRN-5075794
13 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5075794 The complaint Business C, a limited company, complains Clydesdale Bank Plc trading as Virgin Money unfairly blocked and closed its account. C is represented by its directors – Mr A and Ms A. What happened The facts of the complaint are well known to both parties, so I will... (3 pages)View decision -
Decision Reference DRN-4833118
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4833118 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) refuses to refund him for a transaction on his account he says was fraudulent. What happened Mr B first complained to HSBC about a subscription payment he made to a worker’s union. Mr B said the payment should’ve been a ... (2 pages)View decision -
Decision Reference DRN-5196501
13 Dec 2024 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5196501 The complaint Mr M has complained that Adrian Flux Insurance Services Group (AFISG) didn’t reissue his motor policy as he thought it would do. As a result, Mr M was stopped by the police for being uninsured and his car was seized and destroyed. The Court held that Mr M belie... (3 pages)View decision
