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 121115 results
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Decision Reference DRN-4063967
8 Nov 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4063967 The complaint Mr and Mrs G have complained about the administration of one of their buy-to-let (BTL) mortgage accounts held with The Mortgage Works (UK) Plc (TMW). Mr and Mrs G are unhappy at the length of time taken to secure a new interest rate product. They had chosen a rate... (4 pages)View decision -
Decision Reference DRN-4442995
8 Nov 2023 Embark Investment Services Limited UpheldInvestmentsDRN-4442995 The complaint Mr B complains that Embark Investment Services Limited, trading as Stocktrade (“Stocktrade”), blocked his account and didn’t allow him to place a sale. By the time the block was removed, and he was able to trade, the price had moved against him. He wants Stocktrad... (8 pages)View decision -
Decision Reference DRN-4417282
8 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4417282 The complaint Mrs K has complained about the way her motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim she made on her policy after her car’s rear windscreen was damaged. Admiral is the underwriter of this policy i.e., the insurer. Throughout t... (4 pages)View decision -
Decision Reference DRN-4443995
8 Nov 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4443995 The complaint Ms S complained that Great Lakes Insurance SE (“Great Lakes”) unfairly declined her claim for treatment to her cat due to existence of a pre-existing condition. What happened Ms S said her cat was clinically healthy when she acquired her cat. Ms S her cat was play... (3 pages)View decision -
Decision Reference DRN-4427943
8 Nov 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4427943 The complaint J, a limited company, says The National Farmers' Union Mutual Insurance Society Limited (NFU) turned down a claim it made on its business insurance policy. J complains that’s because the policy NFU sold it wasn’t suitable for its needs. What happened In 2022 ... (4 pages)View decision -
Decision Reference DRN-4422097
8 Nov 2023 Gain Capital UK Limited UpheldInvestmentsDRN-4422097 The complaint Mr M complains that Gain Capital UK Limited trading as City Index unfairly categorised him as an elective Professional Client when it shouldn’t have. He says this caused him significant financial losses for which he would like to be compensated. What happened Mr M... (8 pages)View decision -
Decision Reference DRN-4184308
8 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-4184308 The complaint Mr N complains about the advice NTM Financial Services Ltd (‘NTM’) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). He says the advice... (9 pages)View decision -
Decision Reference DRN-3749709
8 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3749709 The complaint Mr L complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr L i... (12 pages)View decision -
Decision Reference DRN-4426522
7 Nov 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4426522 The complaint Mr S complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“VWFS”), gave him conflicting information about setting up a repayment plan. What happened In May 2019 Mr S entered into a regulated hire purchase agreement with VW... (2 pages)View decision -
Decision Reference DRN-4443091
7 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443091 The complaint Miss S complains that National Westminster Bank Plc provided her with poor customer service, which resulted in her being without access to her funds for two weeks. What happened Miss S says that she upgraded her mobile phone on 5 February 2023, and because of this... (6 pages)View decision
