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 119790 results
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Decision Reference DRN-4103980
11 May 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4103980 The complaint A company, which I’ll refer to as D, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a payment it didn’t make. Mr S, who is a director or D, brings the complaint on D’s behalf. What happened The details of this complaint a... (2 pages)View decision -
Decision Reference DRN-4108111
11 May 2023 Amtrust Europe Limited UpheldInsuranceDRN-4108111 The complaint Ms P complains about how Amtrust Europe Limited is dealing with a claim she made under a legal expenses insurance policy. What happened What follows is only intended to be a summary of the events that led to this complaint. Ms P made a claim for assistance with le... (3 pages)View decision -
Decision Reference DRN-4123649
11 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4123649 The complaint Ms Z is unhappy that Barclays Bank UK PLC provided incorrect information to another bank which meant her instructions to transfer money from that other bank to Barclays were unsuccessful. What happened In July 2022, Ms Z tried several times to transfer money from ... (3 pages)View decision -
Decision Reference DRN-4122157
11 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4122157 The complaint Mr and Mrs B complain about the way AA Underwriting Insurance Company Limited (AA) has dealt with their claim under their home insurance policy. What happened In April 2022 Mr and Mrs B made a claim on their home insurance policy following a burst water pipe in th... (4 pages)View decision -
Decision Reference DRN-4101401
11 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4101401 The complaint Ms H complains Lloyds Bank plc (Lloyds) have repeatedly sent her notifications regarding her ex- husband’s bank account causing her emotional stress. What happened Ms H says following a separation from her husband in December 2021, she opened a new bank account wi... (2 pages)View decision -
Decision Reference DRN-4070268
11 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4070268 The complaint Mr H is unhappy that British Gas Insurance Limited won’t pay for water damage he said was caused by its engineer. This is a home emergency policy. What happened Mr H called out BG to deal with a water leak claim that was coming through the ceiling. Mr H said the a... (3 pages)View decision -
Decision Reference DRN-4112451
11 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4112451 The complaint Mr C complains that Aviva Insurance Limited has unfairly declined his travel insurance claim. What happened Mr C has travel insurance through his bank account. This is insured with Aviva. He booked a package trip abroad which was for his son and himself. On the da... (3 pages)View decision -
Decision Reference DRN-4084843
11 May 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4084843 The complaint Mrs B complained, in her capacity as representative for Mr W (otherwise referred to in my decision as ‘F’), that Vanguard Asset Management, Ltd (‘Vanguard’) has failed to fully acknowledge its responsibility for the impact of delays during the process of arranging... (6 pages)View decision -
Decision Reference DRN-4125257
11 May 2023 A.N ALLNEW INVESTMENTS LTD UpheldInvestmentsPage 1 of 5The complaint Mr H has complained about the losses he suffered when trading foreign exchange contracts upon the advice of A.N. ALLNEW INVESTMENTS LTD (‘LegacyFX’). What happened Mr H became a client of LegacyFX’s services after opening his account in September 2020. He carried o... (5 pages)View decision -
Decision Reference DRN-3890298
11 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3890298 The complaint Mrs W complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. In making her complaint, Mrs W was supporte... (5 pages)View decision
