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 125400 results
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Decision Reference DRN-4417989
14 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4417989 The complaint Ms B is unhappy with the level of cover provided by BUPA Insurance Limited. She complains her private medical insurance policy was mis-sold. What happened Ms B had private medical insurance provided by her previous employer. In December 2022, she set up her own pr... (3 pages)View decision -
Decision Reference DRN-4112077
14 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-4112077 The complaint Mr B complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr B i... (12 pages)View decision -
Decision Reference DRN-4186827
14 Nov 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4186827 The complaint Ms T complains that HSBC UK Bank Plc isn’t complying to a family court order which states that her ex-husband’s name should be removed from the mortgage. What happened I’ve intentionally confined my summary of this complaint to a minimum. The background and facts ... (6 pages)View decision -
Decision Reference DRN-4454179
14 Nov 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4454179 The complaint Mrs P complains about how Lloyds Bank General Insurance Limited (“Lloyds”) dealt with a claim she made on her home insurance policy. Mrs P’s daughter has brought this complaint on her behalf but for ease I’ll refer to Mrs P throughout... (4 pages)View decision -
Decision Reference DRN-4454367
14 Nov 2023 Soteria Insurance Limited UpheldInsuranceDRN-4454367 The complaint Mr and Mrs M complain about how Soteria Insurance Limited (trading as The Co-operative Insurance) handled their home insurance claim. They are also unhappy with the settlement it’s offered. Soteria is the underwriter of this policy i.e. the insurer. Part of this c... (12 pages)View decision -
Decision Reference DRN-4430193
14 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4430193 The complaint Mr W complains about Advantage Insurance Company Limited (“AIC”) and the service they provided after he made a claim on his motor insurance policy. This included the condition of his car once it was returned to him, and the valuation placed on it. What happened In... (4 pages)View decision -
Decision Reference DRN-4450263
14 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4450263 The complaint Ms F has complained about how her property insurer U K Insurance Limited (UKI) has handled her water leak claim made in January 2022. What happened Ms F’s home suffered a water leak in January 2022. Over the following months Ms F wasn’t happy about how the claim w... (8 pages)View decision -
Decision Reference DRN-4334080
14 Nov 2023 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4334080 The complaint Miss P complains Scottish Friendly Assurance Society Limited delayed a withdrawal. What happened Miss P holds an investment ISA with Scottish Friendly and wanted to withdraw some money for a holiday. Scottish Friendly didn’t action the withdrawal for several days,... (2 pages)View decision -
Decision Reference DRN-4454255
14 Nov 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4454255 The complaint Mr R is unhappy with how a personal loan application was handled by The Royal Bank of Scotland Plc. What happened I issued my provisional findings to both parties on 17 October 2023 setting out why I thought Mr R’s complaint should be upheld in part, and I invited... (7 pages)View decision -
Decision Reference DRN-4454212
13 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4454212 The complaint Miss P complains about National Westminster Bank Plc’s technical issues that impacted upon her ability to bank on-line. Also, their subsequent standard of service. What happened I issued my provisional decision on 19 October 2023, and this is what I said: I’ve con... (6 pages)View decision
