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 125399 results
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Decision Reference DRN-4308000
25 Aug 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4308000 The complaint Mr M complained about American Express Services Europe Ltd’s service in relation to two transactions which he said he didn’t make. What happened On 19 November 2022, Mr M received a suspicious phone call about his AmEx account. The caller knew some of... (5 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN-4060300
25 Aug 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4060300 The complaint Mrs P complains that she was mis-sold an investment she made in two bonds issued by Basset & Gold Plc (“B&G plc”). Mrs P says she misled that her capital would be protected but she has since lost her money and would like this to be refunded. What happened ... (10 pages)View decision -
Decision Reference DRN-4293623
25 Aug 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4293623 The complaint Mr and Mrs J complain about Mulsanne Insurance Company Limited (Mulsanne) handling of their motor insurance claim. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my decision. ... (3 pages)View decision -
Decision Reference DRN-4318922
25 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4318922 The complaint Mr D complains about American International Group UK Limited (AIG) who declined his claim under his gadget insurance policy. What happened Mr D had cover for two devices with AIG. During the registration process Mr D said that AIG automatically classed one of his ... (4 pages)View decision -
Decision Reference DRN-4318791
25 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4318791 The complaint Mr and Mrs P, together with other family members, are business partners in P. They complain on behalf of their partnership that Lloyds Bank Plc wrongly disclosed information about their business’ finances to one of their employees, who I will call Ms E. They also ... (5 pages)View decision -
Decision Reference DRN-4259028
25 Aug 2023 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4259028 The complaint Mr S says Harbour Rock Capital Limited (HRCL), trading at the time as Portafina Investment Management Limited, gave him poor service as soon as it became his financial adviser and was specifically responsible for delays when he tried to access some of his pension ... (4 pages)View decision -
Decision Reference DRN-4305738
25 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4305738 The complaint Mr and Mrs N are unhappy with the way in which their claim has been handled by AWP P&C SA after making a claim on their travel insurance policy (‘the policy’). All reference to AWP includes its agents. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-4023553
25 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4023553 The complaint Mr and Mrs L complain about UK Insurance Limited’s (UKI) poor service, following a claim under their home insurance policy. What happened Mr and Mrs L’s boiler developed a leak, they contacted UKI to make a claim. UKI sent several engineers, who Mr and Mrs L expla... (3 pages)View decision -
Decision Reference DRN-4314796
25 Aug 2023 Openwork Limited UpheldInsuranceDRN-4314796 The complaint Mrs K complains that Openwork Limited trading as Owl Financial mis-sold her a personal accident insurance policy. Mrs K’s husband, Mr K, has brought this complaint on her behalf but I’ve referred only to Mrs K throughout this provisional decision. What happened In... (4 pages)View decision
