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 119923 results
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Decision Reference DRN-4272386
28 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4272386 The complaint The trustees of a trust, which I will call Trust T, complain about the actions of National Westminster Bank Plc. They are represented by Mr S (who is himself one of the trustees). Mr S complains that National Westminster Bank Plc’s processes are not fit for purpos... (10 pages)View decision -
Decision Reference DRN-4271519
28 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4271519 The complaint Mr and Mrs K are unhappy that Great Lakes Insurance SE declined a claim they made on their travel insurance policy and with the service they received. What happened In June 2020 Mr K had a problem with his gallbladder. His consultant at the time decided that they ... (8 pages)View decision -
Decision Reference DRN-4272197
28 Jul 2023 Quickly Finance Limited UpheldClaims ManagementDRN-4272197 The complaint Mrs H complains that Quickly Finance Limited trading as Fast Track Reclaim (FTR) have asked her to pay their fee for a successful mis-sold payment protection insurance (PPI) claim she’d had several years before. What happened In April 2019 Mrs H instructed FTR to ... (3 pages)View decision -
Decision Reference DRN-4226222
28 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4226222 The complaint W complains that Covea Insurance plc declined its claim on its property insurance policy for subsidence. Mr D is a director of W and brings this complaint on its behalf. What happened W is a property management company for a building containing three flats. Mr D a... (3 pages)View decision -
Decision Reference DRN-4262823
28 Jul 2023 Countrywide Principal Services Limited UpheldMortgagesDRN-4262823 The complaint Mr W complains about the service he got from Countrywide Principal Services Limited (“Countrywide”) which meant that he lost out on a favourable interest rate on his remortgage. What happened Mr W was looking for a new mortgage product. His existing mortgage produ... (5 pages)View decision -
Decision Reference DRN-4272096
28 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4272096 The complaint Mr S has complained about his car insurer Admiral Insurance (Gibraltar) Limited because it has accused him of fraud; declining a claim he made when his car was stolen. What happened Mr S parked his car at work, locked and left it. When he returned on the evening, ... (3 pages)View decision -
Decision Reference DRN-4248297
28 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4248297 The complaint Mr C has complained that Lloyds Bank PLC (Lloyds) has refused to refund him the money he lost as a result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, M C found out a... (4 pages)View decision -
Decision Reference DRN-4149270
28 Jul 2023 Bastion Insurance Company Limited UpheldInsuranceDRN-4149270 The complaint Mr L has complained about Bastion Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his breakdown insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr L was on holiday with his famil... (3 pages)View decision -
Decision Reference DRN-3801769
28 Jul 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3801769 The complaint Mr M complains, via a professional third-party representative, about the advice given by True Potential Wealth Management LLP (‘TPWM’) to transfer the benefits from his defined- benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’... (12 pages)View decision -
Decision Reference DRN-4271686
28 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4271686 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) refuses to refund him money he says he lost as a result of a scam. Mr M is represented by CEL Solicitors in this matter. What happened The circumstances of this complaint are well known to both parties, so I will not r... (4 pages)View decision
