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 120436 results
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Decision Reference DRN-4353959
18 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4353959 The complaint Mr C complains about the service he received from Lloyds Bank PLC in respect\<br />View decision
of his current account. What happened On 1 July 2022, Mr C tried to make a debit card payment of more than £9,000. The payment was then blocked by Lloyds. Mr C says he received te... (4 pages) -
Decision Reference DRN-4353024
18 Sep 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4353024 The complaint Mr C complained that redress offered by Financial Administration Services Limited (trading as ‘Fidelity’), after they made an admitted pricing error, was unreasonable. What happened Mr C held an execution-only share dealing account with Fidelity. 6 August 2022 - M... (4 pages)View decision -
Decision Reference DRN-4345335
18 Sep 2023 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4345335 The complaint Ms W complained that a payment of £150 compensation from St. James's Place Wealth Management Plc (‘SJPWM’) was inadequate to reflect the delays she experienced and the poor service it provided to her during the process of transferring her cash ISA from anothe... (4 pages)View decision -
Decision Reference DRN-4329345
18 Sep 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-4329345 The complaint Mr C has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (‘Mapfre’) is taking too long to make a decision relating to his claim. All references to Mr C include any submissions made by his representative. All references to Ma... (2 pages)View decision -
Decision Reference DRN-4204363
18 Sep 2023 One Insurance Limited UpheldInsuranceDRN-4204363 The complaint Miss M complains about how One Insurance Limited handled her claim on her motor insurance policy. She wants compensation for her losses and distress. What happened Miss M was involved in an incident, and she made a claim to One Insurance. But she was unhappy with ... (2 pages)View decision -
Decision Reference DRN-4354377
18 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4354377 The complaint Mr S has a self-invested personal pension (SIPP) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr S transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr S’s complai... (28 pages)View decision -
Decision Reference DRN-3862490
18 Sep 2023 Brightside Insurance Services Limited UpheldInsuranceDRN-3862490 The complaint A limited company, which I’ll call G, has complained that Brightside Insurance Services Limited mis-sold its ‘Commercial Combined’ business insurance policy to it. Mrs B, as one of the directors of G, has brought the complaint on G’s behalf. What happened In March... (6 pages)View decision -
Decision Reference DRN-4328747
18 Sep 2023 Crownsavers Credit Union Limited UpheldConsumer CreditDRN-4328747 The complaint Miss R says Crownsavers Credit Union Limited irresponsibly lent to her. What happened Miss R took out a loan for £33,000 from Crownsavers in September 2018. The term was 60 months and the monthly repayment was £736. She then extended her borrowing by a further £6,... (5 pages)View decision -
Decision Reference DRN-4314488
18 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4314488 The complaint Mr M complains that Covea Insurance Plc (Covea) unfairly declined a claim for his dog, under his pet insurance policy. What happened In January 2023 Mr M noticed lameness in his dog’s right hind leg. The vet confirmed this was the result of cruciate disease. Treat... (3 pages)View decision -
Decision Reference DRN-4350545
18 Sep 2023 BUPA Insurance Limited UpheldInsuranceDRN-4350545 The complaint Ms C complains that BUPA Insurance Limited (trading as BUPA Global) declined further cover for treatment by her therapist. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Ms C is a ... (4 pages)View decision
