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 120163 results
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Decision Reference DRN-4380955
3 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4380955 The complaint Mr C complains Admiral Insurance Gibraltar Limited (Admiral) gave a poor standard of service which caused delays to his claim, and it did not provide him with a courtesy vehicle after he made a claim on his motor insurance policy. There are several parties and rep... (4 pages)View decision -
Decision Reference DRN-4183337
3 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4183337 The complaint Mr A complains that Creation Consumer Finance Ltd declined his application for credit, and unnecessarily recorded a search on his credit file. What happened In December 2022 Mr A applied for a credit facility with Creation with a £5,000 credit limit. This was to b... (4 pages)View decision -
Decision Reference DRN-4205093
3 Oct 2023 Ageas Insurance Limited UpheldInsuranceDRN-4205093 The complaint Mr F complains Ageas Insurance Limited handled his home insurance claim poorly. What happened In December 2022 Mr F made a theft claim against his Ageas home insurance policy. Items of jewellery had been stolen. Mr F, unhappy with a lack of progress and responses ... (1 page)View decision -
Decision Reference DRN-4363396
3 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4363396 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr M was approached by a re... (41 pages)View decision -
Decision Reference DRN-4350790
3 Oct 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4350790 The complaint Ms K complains that Creation Financial Services Limited unfairly closed her account, didn’t credit her points, a free night stay voucher or refund the annual fee. She’d like her benefits credited and compensation for the impact and time taken to resolve the issue.... (3 pages)View decision -
Decision Reference DRN-4380436
3 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4380436 The complaint Mrs T complains that Nationwide Building Society (“Nationwide”) refuses to refund her losses after she fell victim to a scam. Mrs T has a representative helping her with the complaint. What happened Mrs T decided to invest in cryptocurrency after seeing a public p... (6 pages)View decision -
Decision Reference DRN-4379845
3 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4379845 The complaint Mr R complains that HSBC UK Bank Plc closed his account without notice or explanation. He would like an apology and compensation. What happened Mr R had accounts with HSBC. In March 2022 he found that he could no longer use his accounts. He was told they were unde... (2 pages)View decision -
Decision Reference DRN-4379902
3 Oct 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4379902 The complaint Mrs W has complained about the service provided by Lloyds Bank General Insurance Limited (’Lloyds’) under her home insurance policy after her home was flooded. For the avoidance of doubt, the term ‘Lloyds’ includes its agents, representatives and contractors in th... (4 pages)View decision -
Decision Reference DRN-4380247
3 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4380247 The complaint Miss T has complained that National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from leaving her account despite her having a gambling block in place. Background Miss T has explained that she contacted NatWest in 2020 by phone and asked i... (3 pages)View decision -
Decision Reference DRN-4166641
3 Oct 2023 Atkinson Rose LLP UpheldClaims ManagementDRN-4166641 The complaint Ms S complains about how Atkinson Rose LLP trading as Atkinson Rose (AR) handled her employment dispute case. What happened Ms S said she was in dispute with her employer. She said she looked to instruct a solicitor to help her with her case against them. Ms S sai... (5 pages)View decision
