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 361839 results
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Decision Reference DRN-4942740
3 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4942740 Complaint Mrs S is unhappy that Barclays Bank UK PLC didn’t do more to help her when she told it she’d fallen victim to fraud. Background The background to this case is well known to the parties, so I do not intend to set it out in full here. What follows is a brief summary ... (2 pages)View decision -
Decision Reference DRN-4998406
3 Dec 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4998406 The complaint Mr T complains that J.P. Morgan Europe Limited closed his account without notice or good reason and that it delayed returning funds to him. J.P. Morgan Europe Limited operates in this case under its Chase brand. What happened Mr T held a Chase account. On 1 May... (2 pages)View decision -
Decision Reference DRN-5182835
3 Dec 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5182835 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in October 2017. His pension was held with a business that ReAssure Life Limited has since become re... (13 pages)View decision -
Decision Reference DRN-5181033
3 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5181033 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in September 2017. His personal pension was held with Phoenix Life Limited trading as Stand... (13 pages)View decision -
Decision Reference DRN-5183361
3 Dec 2024 Pinnacle Insurance Plc UpheldInsuranceDRN-5183361 The complaint Miss M complains that she took out a pet insurance policy underwritten by Pinnacle Insurance Plc on the basis pre-existing conditions would be covered, but later found that a number of exclusions were added to the policy. What happened Miss M had pet insurance ... (3 pages)View decision -
Decision Reference DRN-5117087
3 Dec 2024 British Gas Services Limited UpheldInsuranceDRN-5117087 The complaint Mr and Mrs P complain that British Gas Services Limited (British Gas) incorrectly told them that three policies had been cancelled for non-payment, amongst other service issues. What happened Mr P has been dealing with this complaint, and has a representative. ... (4 pages)View decision -
Decision Reference DRN-4830425
3 Dec 2024 Just Retirement Limited Not upheldMortgagesDRN-4830425 The complaint Miss B, through a representative, brings this complaint on behalf of the estate of her late mother Mrs B. Miss B complains that her late mother was mis-sold a lifetime mortgage with Just Retirement Limited (“Just”). What happened In 2011 Mrs B was sold a lifeti... (4 pages)View decision -
Decision Reference DRN-5185806
3 Dec 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5185806 The complaint Mr O was unhappy his telematics motor policy was cancelled unfairly with Advantage Insurance Company Limited (“Advantage”). What happened Mr O had a telematics policy with Advantage, which required him to fix a small device in his car so that Advantage could ex... (4 pages)View decision -
Decision Reference DRN-5185739
3 Dec 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5185739 The complaint Mrs H complains that Fairmead Insurance Limited hasn’t completed an effective and lasting repair following a claim under her buildings insurance policy. Where I refer to Fairmead, this includes the actions of its agents and claims handlers for which it takes r... (6 pages)View decision -
Decision Reference DRN-5123054
3 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5123054 The complaint Mr M has complained that HSBC UK Bank Plc (“HSBC”) failed to protect him from falling victim to a romance scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points... (3 pages)View decision
