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 367927 results
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Decision Reference DRN-5166553
20 Dec 2024 Close Asset Management Limited Not upheldInvestmentsDRN-5166553 The complaint Mr and Mrs N complain that Close Asset Management Limited trading as Close Brothers Asset Management failed to fully inform them about the charges relating to their investments. What happened The background to and circumstances of the complaint will be well kno... (3 pages)View decision -
Decision Reference DRN-5135047
20 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5135047 The complaint Miss L complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (9 pages)View decision -
Decision Reference DRN-5213733
20 Dec 2024 AIG Life Limited UpheldInsuranceDRN-5213733 The complaint Mr M’s complained – through his representative, Mrs M – that AIG Life Limited cancelled the policy and refunded the premiums he’d paid. He’s not clear why they did this. References in this decision to submissions and comments by Mr M include those made by Mrs M... (3 pages)View decision -
Decision Reference DRN-5190596
20 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5190596 The complaint Mrs B is unhappy that Lloyds Bank PLC will not refund £5,000 that she lost as the result of an authorised push payment (APP) scam. Mrs B brought her complaint to this service through a representative. For ease of reading I will refer solely to Mrs B in this dec... (3 pages)View decision -
Decision Reference DRN-5198322
20 Dec 2024 Accord Mortgages Limited Not upheldMortgagesDRN-5198322 The complaint Mr M and Mrs H complain they had to make their first payment to Accord Mortgages Limited earlier than they think they should have done. What happened Mr M and Mrs H applied for a remortgage with Accord through a mortgage broker. The funds for the remortgage wer... (3 pages)View decision -
Decision Reference DRN-5188857
20 Dec 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5188857 The complaint Mr S is upset that American Express Services Europe Limited (who I’ll call AMEX) asked him to validate a bank account before they would transfer a refund to it. He’s also upset that they sent him cheques instead of transferring refunds electronically. What happ... (2 pages)View decision -
Decision Reference DRN-4957480
20 Dec 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4957480 The complaint Mr W is unhappy with the way AXA PPP Healthcare Limited trading as AXA Health (‘AXA’) handled his claims. What happened Mr W has a private medical insurance policy, underwritten by AXA. He submitted a claim for treatment (which I will refer to as claim 75) that... (2 pages)View decision -
Decision Reference DRN-5111580
20 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5111580 The complaint Mr H complains that National Westminster Bank Plc has restricted his account and about how it has dealt with the circumstances around this. What happened In January 2024, Mr H received a cheque in relation to an employment tribunal claim. Mr H tried to pay the ... (5 pages)View decision -
Decision Reference DRN-5164372
20 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5164372 The complaint Mr D complains that U K Insurance Limited (UKI) failed to promptly progress and close a non-fault claim. He feels this has resulted in a third-party insurer cancelling his policy as UKI failed to promptly close this claim when he questioned it with them. What h... (3 pages)View decision -
Decision Reference DRN-5157646
20 Dec 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-5157646 The complaint Mrs W has complained about damage caused by contractors working for Ocaso SA, Compania de Seguros y Reaseguros (Ocaso) during a claim under a block insurance policy. Mrs W is represented during her complaint but, for ease, I will normally only refer to her. W... (3 pages)View decision
