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-4695209
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4695209 The complaint Mr V complains about the service he received from Santander UK Plc when he was locked out of his on-line banking. What happened I issued a provisional decision on 6 March 2024, and this is what I said: I’ve considered the relevant information about this complaint.... (5 pages)View decision -
Decision Reference DRN-4705974
28 Mar 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4705974 The complaint Mr P is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened On 29 February 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence or arguments before I issued my f... (13 pages)View decision -
Decision Reference DRN-4708012
28 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4708012 The complaint Mr C is unhappy that Royal & Sun Alliance Insurance Limited (‘RSA’) stopped assessing a claim made under a group insurance policy which included personal accident cover (‘the policy’) after the policyholder withdrew the claim made on his behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-4708341
28 Mar 2024 Mattioli Woods PLC UpheldPensions and AnnuitiesDRN-4708341 The complaint Mr M and the estate of Miss R complain that Mattioli Woods PLC (MW) failed to carry out sufficient due diligence when accepting Miss R’s application to open a Self-Invested Personal Pension (SIPP), and on her subsequent investments in Store First. The complaint sa... (33 pages)View decision -
Decision Reference DRN-4546681
28 Mar 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4546681 The complaint Ms H complains about the way Barclays Bank UK PLC has dealt with her request to receive shares she inherited from her mother. Her concerns relate to the level of service she has received from Barclays whilst trying to open a Smart Investor (SI) account in her own ... (3 pages)View decision -
Decision Reference DRN-4546674
28 Mar 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4546674 The complaint Mr H complains about the way Barclays Bank UK PLC has dealt with his request to receive shares he inherited from his mother. His concerns relate to the level of service he has received from Barclays whilst trying to open a Smart Investor (SI) account in his own na... (3 pages)View decision -
Decision Reference DRN-4642505
27 Mar 2024 ReAssure Limited UpheldInvestmentsDRN-4642505 The complaint Mr A complains about the very poor service he has received from ReAssure Limited since late 2021. To put matters right, Mr A wants ReAssure to put him in the position he would now be in, but for its errors and poor service, and to compensate him for the trouble an... (7 pages)View decision -
Decision Reference DRN-4683261
27 Mar 2024 Quilter Mortgage Planning Limited UpheldInsuranceDRN-4683261 The complaint Mr G and Mrs G have complained about the service they received from Quilter Mortgage Planning Limited when setting up a term insurance policy. Mr G and Mrs G’s complaint is in fact about a firm of independent financial advisers, I’ll call ‘A’. But as A are appoint... (2 pages)View decision -
Decision Reference DRN-4442633
27 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4442633 The complaint D – a limited company – is complaining about the amount Covea Insurance plc paid to settle a claim it made on its commercial property insurance policy. D has been represented throughout the claim by a loss assessor. But, for ease of reference, I shall refer to any... (3 pages)View decision -
Decision Reference DRN-4710274
27 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4710274 The complaint Mr E and Ms F are complaining about the way AXA Insurance UK Plc has continued to handle a claim they made on their commercial property insurance policy. What happened In February 2022 Mr E and Ms F noticed some damp appearing on the walls of their property so the... (6 pages)View decision
