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 121074 results
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Decision Reference DRN-4307462
13 Sep 2023 Brighton Williams & Partners UpheldPensions and AnnuitiesDRN-4307462 The complaint Mr C complains that Brighton Williams & Partners (BW) gave him misleading advice about how a payment from his pension, which was the subject of an Earmarking Order, would be taxed. He complains he’s suffered financial loss as a result. What happened Mr C had a... (10 pages)View decision -
Decision Reference DRN-4311486
13 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4311486 The complaint Miss L complains that AWP P&C SA declined her travel insurance claim and about its service. My references to AWP include its agents. What happened Miss L has travel insurance through her bank account. AWP is the insurer. Miss L’s partner is also covered under ... (4 pages)View decision -
Decision Reference DRN-4346778
13 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4346778 The complaint Mr and Mrs C complain about the way UK Insurance Limited handled a home emergency claim. Any reference to UKI includes the actions of its agent. For ease of reading, I’ve referred to Mr C throughout my decision. What happened The events of this complaint are well-... (3 pages)View decision -
Decision Reference DRN-4267614
13 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4267614 The complaint Miss K is unhappy with the service Revolut Ltd provided after she fell victim of an authorised push payment (APP) scam. What happened Miss K says she was contacted by a government official who explained she was under investigation, and she had to make a payment, o... (5 pages)View decision -
Decision Reference DRN-4216406
13 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4216406 The complaint Miss P complains Admiral Insurance (Gibraltar) Limited unfairly declined a claim under her home insurance policy for an escape of water. Any reference to Admiral includes the actions of its agents. What happened The circumstances of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-4344498
13 Sep 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4344498 The complaint Mr S complains Clydesdale Bank PLC trading as Virgin Money (Virgin) blocked access to his banking app and increased his minimum monthly payments to his credit card account without prior notification, causing him financial difficulties. What happened Mr S says he h... (4 pages)View decision -
Decision Reference DRN-4263873
13 Sep 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4263873 The complaint Mr S complains that The Royal Bank of Scotland Plc (“RBS”) mishandled his application for a current account. What happened Mr S attempted to open an account with RBS online, but the online portal rejected his application due to issues with the photo that he upload... (2 pages)View decision -
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
