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-4866297
26 Jun 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4866297 The complaint Mr and Mrs Y have complained about the way Red Sands Insurance Company (Europe) Limited (‘Red Sands’) handled their claim. What happened Mr and Mrs Y had a travel insurance policy, underwritten by Red Sands. They travelled abroad and Mr Y unfortunately became unwe... (4 pages)View decision -
Decision Reference DRN-4745911
26 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4745911 The complaint The estate of Mr R has complained that National Westminster Bank Plc gave them incorrect information about a bank account. What happened The late Mr R died in January 2020. Solicitors (whom I’ll call “E”) wound up his estate. The gross value of the estate in Janua... (2 pages)View decision -
Decision Reference DRN-4756772
26 Jun 2024 Leeds Building Society UpheldMortgagesDRN-4756772 The complaint Mr S complains that Leeds Building Society unfairly and incorrectly took legal action for possession of his shared ownership property. He says Leeds didn’t act promptly and fairly to resolve matters when he contacted it. Mr S says this resulted in legal costs bein... (5 pages)View decision -
Decision Reference DRN-4603926
26 Jun 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4603926 The complaint H, a charity, complains that PayPal (Europe) Sarl et Cia SCA unreasonably withheld 90% of their income, with no prior notice. They’d like to be compensated for the lack of access to the funds. What happened The facts of this case are well known to both parties, an... (3 pages)View decision -
Decision Reference DRN-4874937
26 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4874937 The complaint Miss W complains that London & Colonial Services Limited (‘L&C’) allowed her to transfer monies from an existing pension arrangement into an L&C Self-Invested Personal Pension (‘SIPP’) and to invest in a Store First Limited (‘Store First’) investment. ... (54 pages)View decision -
Decision Reference DRN-4728452
26 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4728452 The complaint Mr K complains Advantage Insurance Company Limited (Advantage) unfairly cancelled his motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Advantage have accepte... (3 pages)View decision -
Decision Reference DRN-4875273
26 Jun 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-4875273 The complaint Mr W complains that Curtis Banks Limited (‘CBL’) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due diligence on the introducer and intended investments, causing him a financial - . / ... (36 pages)View decision -
Decision Reference DRN-4623251
26 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4623251 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc’s errors caused it to suffer currency losses of just over $2,500 USD. What happened D’s representatives told us: D has both a sterling and a US dollar account with Barclays (as well as ano... (5 pages)View decision -
Decision Reference DRN-4874908
26 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4874908 The complaint Miss W complains that Telefonica UK Limited trading as O2 (‘Telefonica’) incorrectly cancelled her direct debit leading to missed payments and adverse credit markers. What happened Miss W entered into a fixed sum loan agreement with Telefonica for the provision of... (3 pages)View decision -
Decision Reference DRN-4843728
26 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4843728 The complaint Ms P held private medical insurance cover with Vitality Health Limited and she has complained about various issues regarding that cover. What happened I issued provisional decisions on this complaint in March and May 2024. Here’s what I said in March 2024: “One of... (18 pages)View decision