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 364862 results
-
Decision Reference DRN-5310521
7 Feb 2025 National Westminster Bank Plc Not upheldInsuranceDRN-5310521 The complaint Mrs K is unhappy that National Westminster Bank Plc (‘NatWest’) failed to set up a trust when they advised her to take out a Flexible Protection Plan. What happened In 1997, Mrs K and her late husband met with a NatWest financial adviser to discuss their financ... (2 pages)View decision -
Decision Reference DRN-4949489
7 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4949489 The complaint Mr and Mrs B complain about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a subsidence claim made on their home insurance policy. Any reference to RSA includes the actions of its agents. As Mr B has been leading on this complaint, for eas... (3 pages)View decision -
Decision Reference DRN-5276659
7 Feb 2025 AWP P&C S.A. Not upheldInsuranceDRN-5276659 The complaint Mr B is unhappy that AWP P&C S.A. didn’t fully settle a claim he made on his travel insurance policy. What happened Mr B went on a multi destination holiday. During his trip a flight was cancelled, and Mr B was unable to travel to one of the destinations he... (2 pages)View decision -
Decision Reference DRN-5314233
7 Feb 2025 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-5314233 The complaint Mr B is unhappy with the length of time it took Virgin Money Unit Trust Managers Ltd (‘Virgin Money’) to close two investment accounts and send him the funds. What happened Mr B opened two investment accounts with Virgin Money in 2002. In 2024, he wanted to uti... (3 pages)View decision -
Decision Reference DRN-5238709
7 Feb 2025 Allianz Insurance Plc UpheldInsuranceDRN-5238709 The complaint Miss S complains that Allianz Insurance Plc has not paid a claim on her horse insurance policy. What happened Miss S took out a policy for her horse, which started on 13 March 2024 and is underwritten by Allianz. She made a claim on her policy for treatment cos... (2 pages)View decision -
Decision Reference DRN-5294497
7 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5294497 The complaint Mrs H is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim made on her home insurance policy for damage to her gate. Mrs H and Mr H are both parties to this complaint. Mrs H has primarily dealt with this servi... (3 pages)View decision -
Decision Reference DRN-4854819
7 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-4854819 The complaint Mr B complains about the quality of a used car he acquired through a finance agreement with Close Brothers Limited (‘Close Brothers’). Mr B says he had problems with the car very soon after he acquired it. And as he has not been able to drive the car for a sign... (5 pages)View decision -
Decision Reference DRN-5311989
6 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5311989 The complaint Mr and Mrs S have complained that AWP P&C S.A. declined a claim they made on a travel insurance policy attached to a bank account. What happened Mr and Mrs S were on a holiday abroad that began on 7 May 2024. Unfortunately, Mr S suffered a broken hip follo... (3 pages)View decision -
Decision Reference DRN-5314391
6 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5314391 The complaint Mr W complains, through his representatives, that Options UK Personal Pensions LLP (“Options”) - previously Carey Pensions UK – accepted his application for a Self-Invested Personal Pension (“SIPP”) when it shouldn’t have because it didn’t carry out adequate du... (18 pages)View decision -
Decision Reference DRN-5155962
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5155962 The complaint Mrs F complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well-known to the parties and has been previously set out by our investigator. Briefly, Mrs F f... (4 pages)View decision
