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 119923 results
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Decision Reference DRN-3768215
1 Nov 2023 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3768215 The complaint Mr W complains about the advice given by Acumen Independent Financial Planning Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cause... (7 pages)View decision -
Decision Reference DRN-4324346
1 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4324346 The complaint Mr E complains about how One Insurance Limited dealt with a claim on his car insurance policy following a “non-fault” accident. What happened Mr E was involved in an accident in his car which wasn’t his fault. He therefore called the broker for his car insurance p... (2 pages)View decision -
Decision Reference DRN-4418255
1 Nov 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4418255 The complaint Mr C complains about how Haven Insurance Company Limited (Haven) has handled his claim on his commercial van insurance policy. He says the service he got from Haven and the standard of its repairs to his van were both poor. And Mr C doesn’t think the settlement Ha... (4 pages)View decision -
Decision Reference DRN-4327348
1 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4327348 The complaint Mrs W complains that HSBC UK Bank Plc closed her credit card account without notice. What happened Mrs W held a credit card account with HSBC. The bank decided to close the account in September 2021, it says it did so because Mrs W had missed her repayments on sev... (3 pages)View decision -
Decision Reference DRN-4272262
1 Nov 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4272262 The complaint Mr P complains that, having told HSBC UK Bank Plc the length of term of the lease on his buy to let property and had the mortgage application accepted, the bank then withdrew the mortgage offer because it was unhappy with the effect of the short term of the lease ... (3 pages)View decision -
Decision Reference DRN-4425440
1 Nov 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4425440 The complaint Mr H and Mrs H complains Great Lakes Insurance SE have unfairly declined their travel insurance claim. All references to Great Lakes also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-4424189
1 Nov 2023 Wakam UpheldInsuranceDRN-4424189 The complaint Mr Z has complained about the length of time it took Wakam to have his car repaired after it was damaged in an accident and he claimed under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat t... (2 pages)View decision -
Decision Reference DRN-4032302
1 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4032302 The complaint Mrs B is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund her after she fell victim to a scam. What happened While the account is held in Mrs B’s sole name, a family member that I’ll refer to as T, has provided most of the submissions and made most of t... (10 pages)View decision -
Decision Reference DRN-4200105
31 Oct 2023 Connells Limited UpheldMortgagesDRN-4200105 The complaint Mr and Mrs B’s complaint about Connells Limited (Connells) relates to the advice they received from them about taking a five-year fixed rate mortgage product (the mortgage) with Virgin Money. They feel the mortgage was grossly overpriced and that they should have ... (3 pages)View decision -
Decision Reference DRN-4223897
31 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4223897 The complaint Mrs J complains that National Westminster Bank Plc unfairly closed her accounts. She says this caused her financial loss, trouble and upset. So, she wants NatWest to pay her compensation. What happened Mrs J had a current account and two savings accounts with NatW... (4 pages)View decision
