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 130332 results
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Decision Reference DRN-5009986
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5009986 The complaint Mrs S complains about the difficulties her attorney has encountered when trying to access the accounts she holds with National Westminster Bank Plc (NatWest). Mrs S is represented in her complaint by her attorney, Mr R. What happened Mr R says that he has been ... (4 pages)View decision -
Decision Reference DRN-5050570
30 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5050570 The complaint A company, which I’ll refer to as W, complain about poor service it says it received from Lloyds Bank PLC (Lloyds) in connection with a direct debit payment. In bringing this complaint, W is represented by its director who I’ll refer to as Mr S. What happened... (8 pages)View decision -
Decision Reference DRN-4992617
30 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992617 The complaint Mr T complains Nvayo Systems Ltd (“Nvayo”) trading as Club Swan hasn’t returned money he deposited into his account. Mr T wants his money released. What happened Mr T has a Club Swan account. In July 2023, he tried to make a withdrawal from his account. Mr T h... (4 pages)View decision -
Decision Reference DRN-4500852
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4500852 The complaint Mr M and the estate of Mrs M are unhappy with the support they received from Inter Partner Assistance SA. What happened Mr and Mrs M were on holiday and were going on a tour. They were involved in a car accident and Mrs M sustained serious injuries which left h... (8 pages)View decision -
Decision Reference DRN-5050861
30 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5050861 The complaint Mrs and Mr B complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mrs and Mr B had a Gold level annual multi-trip travel insurance policy insured by Great Lakes. They were d... (4 pages)View decision -
Decision Reference DRN-5042013
30 Sep 2024 AIG Life Limited UpheldInsuranceDRN-5042013 The complaint Ms P’s complained that AIG Life Limited unfairly declined her critical illness claim after she was treated for a type of cancer What happened In 2016, Ms P bought a life and critical illness policy from AIG. The policy provides £100,000 cover in the event of h... (4 pages)View decision -
Decision Reference DRN-5050393
30 Sep 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5050393 The complaint N, a limited company, complains that Tide Platform Ltd won’t refund them in full for funds they lost due to a scam. What happened N is represented by its director, Mr R. I understand the facts of this case are largely not in dispute, so I shall cover them only... (6 pages)View decision -
Decision Reference DRN-4961576
30 Sep 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4961576 The complaint Mr and Mrs B complain that AXA PPP Healthcare Limited didn’t let them know that they could take out a cheaper policy when their ‘Assure’ private medical insurance policy renewed in 2020 and 2021. What happened Mr and Mrs B held an ‘Assure’ personal private medi... (5 pages)View decision -
Decision Reference DRN-4876679
30 Sep 2024 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4876679 The complaint Miss S is unhappy with the advice she received from Capital Professional Limited trading as Ascot Lloyd (referred to herein as CPL) to transfer benefits from her employer’s defined benefit (DB) scheme to a self-invested personal pension (SIPP). She believes the... (7 pages)View decision -
Decision Reference DRN-5000877
30 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-5000877 The complaint Mr V complains Nvayo Systems Ltd (“Nvayo”) hasn’t returned money he deposited into his account. Mr V wants his money released. What happened Mr V has an account with Nvayo. On 8 August 2023, Mr V transferred €3,000 into his account and then converted this into... (4 pages)View decision