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 130193 results
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Decision Reference DRN-5037444
23 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5037444 The complaint Mr B has complained that Nationwide Building Society won’t refund transactions that were made after he was robbed. What happened In late 2023, at around 3am, Mr B was robbed at knifepoint while on holiday. The robbers took his bank cards and phone, along with o... (5 pages)View decision -
Decision Reference DRN-4892365
23 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4892365 The complaint Ms C and Mr H complain that Liverpool Victoria Insurance Company Limited (“LV”) failed to renew their motor insurance policy despite being informed it was set to automatically renew. Mr H has acted as the main representative during the complaint process. So, f... (4 pages)View decision -
Decision Reference DRN-5037272
23 Sep 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5037272 The complaint Ms B says that PayPal (Europe) S.ár.l et Cie S.C.A, treated her unfairly when it would not refund her for an electric scooter that she says was of unsatisfactory quality. What happened In October 2022 Ms B purchased an electric scooter ... (18 pages)View decision -
Decision Reference DRN-5016966
23 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5016966 The complaint Mr W complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr W is being represented by a claims management company, however, for e... (6 pages)View decision -
Decision Reference DRN-5025589
23 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5025589 The complaint Ms P has complained that Great Lakes Insurance SE declined a claim she made on a travel insurance policy. She has also complained about poor service. What happened Ms P purchased travel insurance online at 00.27am on 11 May 2023 for a trip abroad she was due t... (3 pages)View decision -
Decision Reference DRN-4721295
23 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4721295 The complaint Ms T is complaining about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim she made on her car insurance policy. What happened In December 2022 Ms T’s car was driven into whilst parked and unattended, so she contacted Admir... (3 pages)View decision -
Decision Reference DRN-5036909
23 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5036909 The complaint Mr M’s complaint is about The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual’s (‘NFU’) decision to cease funding a claim he made under his legal expenses insurance policy. Mr M says NFU’s decision is unfair and wants them to... (4 pages)View decision -
Decision Reference DRN-5012492
23 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5012492 The complaint Miss F complains about the settlement Red Sands Insurance Company (Europe) Limited (Red Sands) paid for a claim she made for her cat, under her pet insurance policy. What happened In December 2023 Miss F’s cat was diagnosed with kidney disease. Treatment was r... (4 pages)View decision -
Decision Reference DRN-5036874
23 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5036874 The complaint Mr and Mrs T complain that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them both ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr and Mrs T are being represented by a claims management c... (5 pages)View decision -
Decision Reference DRN-4954585
23 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4954585 The complaint Mr H complains about poor service provided by National Savings and Investments (‘NS&I’) when he had difficulties accessing his account online and subsequently when he wanted to withdraw his money. What happened In January 2024, Mr H contacted NS&I with... (4 pages)View decision