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-4289717
12 Sep 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4289717 The complaint Mr W is unhappy with the liability decision made by Acromas Insurance Company Limited (Acromas) following a claim made by a third party on his car insurance policy. What happened In August 2022 Mr W’s car was involved in an incident involving a third party (TP). M... (4 pages)View decision -
Decision Reference DRN-4319069
12 Sep 2023 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4319069 The complaint Mr I complains FUND OURSELVES LIMITED (“Fund Ourselves”) gave him a loan which he couldn’t afford to repay. Mr I also says that he tried on a number of occasions to contact Fund Ourselves to set up a repayment plan but his emails went unanswered. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-4313525
12 Sep 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4313525 The complaint Mr C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined two claims on his pet insurance policy. What happened In 2020 Mr C took out a pet insurance policy with C&G to cover his dog. Mr C made a claim under the... (2 pages)View decision -
Decision Reference DRN-4331594
12 Sep 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4331594 The complaint Mr M complains about poor service and communication from The Prudential Assurance Company Limited (Prudential) when he tried to transfer his pension policy into a drawdown policy. What happened Mr M said he had poor service and communication from Prudential about ... (5 pages)View decision -
Decision Reference DRN-3583145
12 Sep 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-3583145 The complaint Mr W complains about the advice given by Cambrian Associates Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this... (12 pages)View decision -
Decision Reference DRN-4289345
12 Sep 2023 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-4289345 The complaint Mrs D is unhappy because The Royal London Mutual Insurance Society Limited declined a claim she made on her critical illness plan. What happened Mrs D had a critical illness plan linked to her mortgage. In 2021 she made a claim for Total and Permanent Disability (... (2 pages)View decision -
Decision Reference DRN-4075597
12 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4075597 The complaint Miss C complains that Revolut Ltd won’t refund money she lost after falling victim to a scam. What happened In November 2022, Miss C received a phone call she believed came from a financial institution who I’ll refer to as S. S told Miss C that her account was com... (5 pages)View decision -
Decision Reference DRN-4197391
12 Sep 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4197391 The complaint Miss B complains about how PayPal (Europe) Sarl et Cie SCA (“PayPal”) handled a fraud claim. What happened In July 2022, Miss B was selling a drone through an online marketplace. She was contacted by someone interested in purchasing the drone and they agreed on a ... (2 pages)View decision -
Decision Reference DRN-3975381
11 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3975381 The complaint Mr L complains that Barclays Bank UK PLC unfairly removed his overdraft facility. What happened Mr L says he has been a Barclays customer for some years and had an overdraft facility on his account. He says Barclays removed the facility unfairly and without any di... (2 pages)View decision -
Decision Reference DRN-4343932
11 Sep 2023 JN Bank UK Ltd UpheldBanking and PaymentsDRN-4343932 The complaint Mr C complained about JN Bank UK Ltd’s delays and broken promise in setting up a savings bond. He wants the interest backdated to his application and for the full 12-month term and compensation for the trouble and distress he has been caused. What happened I set o... (4 pages)View decision
