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 125400 results
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Decision Reference DRN-4442599
23 Apr 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4442599 The complaint Mr S complains about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim under his home insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here: In April 2023 Mr S ... (2 pages)View decision -
Decision Reference DRN-4759043
23 Apr 2024 WorldRemit Ltd UpheldBanking and PaymentsDRN-4759043 The complaint Mr D complains his WorldRemit Ltd account was used by an unknown third party to send money abroad on two occasions. He is concerned his identity and personal details have been compromised by WorldRemit. What happened Mr D explained he has held a WorldRemit account... (3 pages)View decision -
Decision Reference DRN-4754827
23 Apr 2024 Cowen Insurance Company Limited UpheldInsuranceDRN-4754827 The complaint Ms E and Mr R have complained that Cowen Insurance Company Limited (‘Cowen') hasn’t settled their claim properly. All reference to Cowen includes any agents acting on its behalf. What happened Ms E and Mr R have a travel insurance policy underwritten by Cowen... (2 pages)View decision -
Decision Reference DRN-4676024
23 Apr 2024 Atomos Financial Planning Limited UpheldPensions and AnnuitiesDRN-4676024 The complaint Mr W has complained about the advice given to him by Atomos Financial Planning Limited trading as Atomos Wealth (‘Atomos’) to transfer two occupational defined benefit (‘DB’) pensions into his employers Group Personal Plan (‘GPP’). Mr W now believes this advice ma... (7 pages)View decision -
Decision Reference DRN-4758416
23 Apr 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4758416 The complaint Mr A complains about Mulsanne Insurance Company Limited (“MIC”) and their decision to settle in full a third-party claim made against his motor insurance on a fault basis. Mr A also complains about the way his claim was handled during this process. What happened T... (3 pages)View decision -
Decision Reference DRN-4701259
23 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4701259 The complaint B, a limited liability company, complains about a claim it made on its Covea Insurance plc (‘Covea’) tradesman’s policy, which Covea declined. B is represented, but in this complaint, I shall refer to all submissions as being made by B or Mr B who is the person in... (4 pages)View decision -
Decision Reference DRN-4757060
23 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4757060 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions, referred to as ‘Options’) didn’t undertake sufficient due diligence on the Carbon Credits investment he made through his Carey Self-Invested Personal Pension (‘Carey SIPP’) and should n... (31 pages)View decision -
Decision Reference DRN-4741839
23 Apr 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4741839 The complaint Mrs B, who is represented by the Citizens’ Advice Bureau, (“CAB”) complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) did not carry out proper affordability checks when granting her loans to purchase holiday products. W... (6 pages)View decision -
Decision Reference DRN-4328789
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4328789 Complaint Miss I is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full here. What follows is a summary of what happened. In 2019, Miss I ... (4 pages)View decision -
Decision Reference DRN-4692013
23 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4692013 The complaint Miss P is unhappy that Revolut Ltd won’t refund her for payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve de... (3 pages)View decision
