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 120327 results
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Decision Reference DRN-4217294
13 Sep 2023 OANDA Europe Limited UpheldInvestmentsDRN-4217294 The complaint Mr J complains about the service he’s received from OANDA Europe Limited. He’s unhappy that he had to partially close an open position due to system issues which meant he was unable to fund his account. What happened The background to this complaint is well known ... (2 pages)View decision -
Decision Reference DRN-4314086
13 Sep 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4314086 The complaint Mr and Mrs T have complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim on Mrs T’s pet insurance policy and about the service they received. What happened In September 2021 Mr and Mrs T’s dog, whom I’ll call M, fell downstairs... (3 pages)View decision -
Decision Reference DRN-4250454
13 Sep 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4250454 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money won’t refund a disputed payment amount of £3,400 on his credit card account. What happened Mr D says he lost his wallet containing his Virgin Money and other cards. He didn’t realise as he had a debit... (2 pages)View decision -
Decision Reference DRN-4346471
13 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4346471 The complaint Mr and Mrs J complain because Great Lakes Insurance SE (‘Great Lakes’) hasn’t paid a cancellation claim under their travel insurance policy. All references to Great Lakes include the agents appointed to handle claims on its behalf. What happened In May 2021, Mr an... (5 pages)View decision -
Decision Reference DRN-4112930
13 Sep 2023 National Westminster Bank Plc UpheldMortgagesDRN-4112930 The complaint Mr C complains about what happened when he asked National Westminster Bank Plc to remortgage his Buy To Let (“BTL”) property. He said NatWest had agreed to keep a mortgage offer open for him, but then told him it had expired, and it would no longer lend. What happ... (3 pages)View decision -
Decision Reference DRN-4339654
13 Sep 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4339654 The complaint Miss M has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) made unfair deductions when settling a claim on her pet insurance policy. What happened Miss M was walking her dog when one of his paws became injured. She took him to the v... (3 pages)View decision -
Decision Reference DRN-3986985
13 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3986985 The complaint Mr H complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (37 pages)View decision -
Decision Reference DRN-3626708
13 Sep 2023 Chequers Wealth Management Limited UpheldPensions and AnnuitiesDRN-3626708 The complaint Mr P complains about the advice given by Chequers Wealth Management Limited (‘CWML’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitab... (11 pages)View decision -
Decision Reference DRN-4329437
13 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4329437 The complaint Mrs L is unhappy with how AWP P&C SA handled a claim she made on her travel insurance policy. What happened Mrs L claimed on her travel insurance policy. She’s unhappy that it took around 5 months for AWP to settle the claim for medical expenses. Mrs L complai... (2 pages)View decision -
Decision Reference DRN-4346349
13 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4346349 The complaint Mr M is unhappy AXA Insurance UK Plc (AXA) has declined a claim he made under his commercial property insurance policy. What happened Mr M has a commercial property insurance policy with AXA, the policy covers five properties Mr M owns and rents out. When the tena... (7 pages)View decision
