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 125299 results
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Decision Reference DRN-4019125
26 Jul 2023 National Westminster Bank Plc UpheldMortgagesDRN-4019125 The complaint Mr H complains that National Westminster Bank Plc declined his request to remortgage a property he rented out. He said NatWest mistakenly disregarded some sources of his income, and its decision not to lend was negligent. What happened Mr H applied to remortgage a... (4 pages)View decision -
Decision Reference DRN-4107635
26 Jul 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4107635 The complaint Mr L complains about the delays Watford Insurance Company Europe Limited caused in making repairs to his car following a claim made on his motor insurance policy. What happened Mr L’s car was damaged, and he made a claim on his policy. He provided an estimate for ... (3 pages)View decision -
Decision Reference DRN-4151417
26 Jul 2023 Barclays Bank Plc UpheldBanking and PaymentsDRN-4151417 The complaint P, a limited company complains that Barclays Bank Plc trading as Barclaycard delayed processing a customer’s payment, which in turn led to a chargeback by P’s customer. P wants Barclaycard to refund the money it took and pay compensation for the stress caused and ... (3 pages)View decision -
Decision Reference DRN-4071732
26 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4071732 The complaint Miss R complains that Clydesdale Bank Plc (“Clydesdale”), trading as Virgin Money, irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss R entered into an agreement with Clydesdale to have access to credit with a credit card acco... (3 pages)View decision -
Decision Reference DRN-4091249
26 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4091249 The complaint Mr N complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-4039358
26 Jul 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-4039358 The complaint Mrs L is unhappy that Zurich Assurance Ltd declined to make full payment of a claim she made on her late husband’s life insurance policy. What happened Mr and Mrs L took out joint life and critical illness cover in 2017. They later amended the cover to remove the ... (3 pages)View decision -
Decision Reference DRN-4265974
26 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4265974 The complaint Mr N complains that Advantage Insurance Company Limited (“Advantage”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car of a premium brand and first registered in about 2016. Mr N acquired th... (4 pages)View decision -
Decision Reference DRN-4246251
26 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4246251 The complaint Miss D complains that Casualty & General Insurance Company (Europe) Ltd misled her about the cover available under her pet insurance policy and unfairly turned down her claim. My references to Casualty include the agent it uses to handle claims and complaints ... (3 pages)View decision -
Decision Reference DRN-4257814
26 Jul 2023 Qmetric Group Limited UpheldInsuranceDRN-4257814 The complaint Mrs R complains that Qmetric Group Limited trading as Policy Expert haven’t covered all the costs arising from her escape of water claim or compensated her for the distress and inconvenience of not being able to live and work in her property. What happened Mrs R ... (7 pages)View decision -
Decision Reference DRN-4224029
26 Jul 2023 Sesame Limited UpheldPensions and AnnuitiesDRN-4224029 The complaint Mr B complains about the advice given by Braemar Financial Planning (Braemar). Sesame Limited (Sesame) is now responsible for this advice. Mr B complains about the advice he was given to transfer the benefits from his defined-benefit (‘DB’) occupational pension sc... (5 pages)View decision
