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 125399 results
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Decision Reference DRN-4642522
28 Mar 2024 ReAssure Limited UpheldInvestmentsDRN-4642522 The complaint Mrs A complains about the very poor service she has received from ReAssure Limited since late 2021. In order to put matters right, Mrs A wants ReAssure to put her in the position she would now be in, but for its errors and poor service, and to compensate her for t... (7 pages)View decision -
Decision Reference DRN-4713338
28 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4713338 The complaint Mr A complains how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled a dispute about a purchase on his credit card. What happened The background details of this complaint are well known to the parties so I will only summarise them here. Mr A purchased a d... (5 pages)View decision -
Decision Reference DRN-4697927
28 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4697927 The complaint Mr F ands Ms R have complained that Vitality Health Limited (‘Vitality’) hasn’t paid for treatment recommended by a GP. What happened Mr F and Ms R have a private medical insurance policy, underwritten by Vitality. Mr F booked an appointment with a Vitality GP and... (2 pages)View decision -
Decision Reference DRN-4609847
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4609847 The complaint Miss S complains that Santander UK Plc took too long to refund a credit balance to her. 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 my reasons for my decision. What I... (2 pages)View decision -
Decision Reference DRN-4463746
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4463746 The complaint Miss S complains that National Westminster Bank Plc (“NatWest”) won’t refund over £24,000 she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss S fell victim... (4 pages)View decision -
Decision Reference DRN-3977658
28 Mar 2024 Pension Works Limited UpheldPensions and AnnuitiesDRN-3977658 The complaint Mr W is unhappy with the service provided to him by Pension Works Limited (PWL) while providing him with advice about transferring safeguarded benefits. Mr W is represented by his adviser in bringing this complaint, but for ease of reading, I will generally refer ... (6 pages)View decision -
Decision Reference DRN-4575855
28 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4575855 The complaint Mr Z complains that Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) rejected a claim on his home contents insurance and said the policy was void. What happened Following a burglary at Mr Z’s home he made a claim on his home insurance pol... (6 pages)View decision -
Decision Reference DRN-4600540
28 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4600540 The complaint Mr W complains U K Insurance Limited’s (UKI) poor handling of a claim resulted in a County Court Judgement (CCJ) being recorded against him. What happened In late 2021, Mr W was involved in an accident with a third-party car. They exchanged details and Mr W notif... (2 pages)View decision -
Decision Reference DRN-4709994
28 Mar 2024 National House-Building Council UpheldInsuranceDRN-4709994 The complaint Mr B and Ms S complain about National House-Building Council’s (‘NHBC’s) handling of a claim made under their building warranty. Mr B and Ms S are represented by Mr P. What happened Mr B and Ms S are leaseholders of a flat, and hold a ten-year building warranty wi... (5 pages)View decision -
Decision Reference DRN-4704598
28 Mar 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4704598 The complaint Mr N complains that e-Toro (UK) Ltd failed to inform him that it didn’t operate in Malaysia and would use third party bank transfers when making payment to him and that it provided the wrong information about two payments which led to him notifying his bank of the... (6 pages)View decision
