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 128312 results
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Decision Reference DRN-4899749
10 Jul 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4899749 The complaint Mr and Mrs L complain about the way that Great Lakes Insurance SE handled a medical expenses claim they made on a travel insurance policy. All references to Great Lakes include the actions of its agents. What happened The background to this complaint is well-known... (6 pages)View decision -
Decision Reference DRN-4899710
10 Jul 2024 247 Money Group Limited UpheldConsumer CreditDRN-4899710 The complaint In summary, Miss W complains that a car she purchased under a hire purchase agreement with 247 Money Group Limited, had various defects and didn’t have a service history. What happened The parties will be aware of the background to the complaint. But I have set ou... (5 pages)View decision -
Decision Reference DRN-4899933
10 Jul 2024 Yorkshire Building Society UpheldMortgagesDRN-4899933 The complaint This complaint is about a commercial mortgage application made by a limited company I’ll refer to here as 24BL to Yorkshire Building Society in 2022. Mr Z, a director, is representing 24BL. The purpose of the mortgage was to fund the acquisition of business premis... (5 pages)View decision -
Decision Reference DRN-4899916
10 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4899916 The complaint Mr B complains about the way Royal & Sun Alliance Insurance Limited handled a claim he made following a fire in one of his outbuildings. What happened In January 2023 there was a fire in one of the outbuildings on Mr B’s property. He made a claim for the damag... (8 pages)View decision -
Decision Reference DRN-4897353
10 Jul 2024 Barclays Bank Plc UpheldInvestmentsDRN-4897353 The complaint Mr C and Ms M complain that Barclays Bank Plc has delayed the transfer of their investment holdings and cash held in a Smart Investor (‘SI’) account to an overseas broker. They are also unhappy that Barclays has denied online access to their account and that it co... (11 pages)View decision -
Decision Reference DRN-4623833
10 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4623833 The complaint Miss J complains about being misgendered during her interactions with National Westminster Bank Plc (NatWest). What happened Miss J discovered her debit card didn’t work when trying to purchase a train ticket. This prompted her to visit her local branch to resolve... (4 pages)View decision -
Decision Reference DRN-4898938
10 Jul 2024 Cumberland Building Society UpheldBanking and PaymentsDRN-4898938 The complaint Mr M complains that Cumberland Building Society delayed processing a Clearing House Automated Payment System (CHAPS) transfer for a property purchase. What happened Mr M says he requested a CHAPS transfer for £290,000 to purchase a property. He says the instructio... (3 pages)View decision -
Decision Reference DRN-4593687
10 Jul 2024 Boon Brokers Limited UpheldMortgagesDRN-4593687 The complaint This complaint is about advice Mrs and Mr M received from Boon Brokers Limited about changes they wished to make to their mortgage. They’re unhappy with the service and advice from Boon, which they believe caused them to miss out on an interest rate product at a t... (3 pages)View decision -
Decision Reference DRN-4764060
9 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4764060 The complaint Ms S complains about how Ageas Insurance Limited (“Ageas”) handled a claim following an escape of water What happened In July 2022 Ms S made a claim to her insurer, Ageas, when a burst pipe in the property above Ms S’s caused a large volume of water to escape. The... (3 pages)View decision -
Decision Reference DRN-4894807
9 Jul 2024 Purely Financial Ltd UpheldPensions and AnnuitiesDRN-4894807 The complaint Mr G complains about the suitability of the advice provided by Purely Financial Ltd trading as Purely Pensions (“Purely Pensions”) to transfer the value of his defined benefits (“DB”) pension in the Local Government Pension Scheme (“LGPS”) to a personal pension pl... (14 pages)View decision