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 125267 results
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Decision Reference DRN-4194440
28 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4194440 The complaint Mrs H complains about One Insurance Limited (“OIL”) and the service she received after she made a claim on her Home Emergency insurance policy. What happened Mrs H held a Home Emergency (“HE”) insurance policy, underwritten by OIL. Unfortunately, in late February ... (3 pages)View decision -
Decision Reference DRN-4216108
28 Jun 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4216108 The complaint The estate of Mr B complain that National Savings and Investments (NSI) asked for grant of probate. What happened Mr B had premium savings bonds totalling £50,000 with NSI. Sadly, he died on 17 December 2020. Grant of Probate (GOP) was obtained on 9 June 2022. The... (3 pages)View decision -
Decision Reference DRN-4181573
28 Jun 2023 Euroins AD UpheldInsuranceDRN-4181573 The complaint Mrs O and Mr O have complained about the service received under their travel insurance policy underwritten by Euroins AD. Any reference in this decision to Euroins AD includes its agents. What happened The background to this complaint is well known to the parties,... (2 pages)View decision -
Decision Reference DRN-4155527
28 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4155527 The complaint Mr K complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The background of this com... (4 pages)View decision -
Decision Reference DRN-4137998
28 Jun 2023 Vitality Health Limited UpheldInsuranceDRN-4137998 The complaint Ms F complains that Vitality Health Limited mishandled her private medical insurance claim. What happened Both parties are familiar with the events leading up to this complaint, so I’ve only described them briefly. Ms F had access to private medical insurance thro... (3 pages)View decision -
Decision Reference DRN-4208012
28 Jun 2023 FACET INVESTMENT MANAGEMENT LTD UpheldInvestmentsDRN-4208012 The complaint Mrs G has complained about the actions of FACET Investment Management Limited (‘FACET’) when, under its discretionary mandate of her account, it invested her pensions into two funds which later failed. Mrs G feels there was a conflict of interest and no action was... (12 pages)View decision -
Decision Reference DRN-4215824
28 Jun 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4215824 The complaint Ms R complains that MI Vehicle Finance Limited (“MI”) refused to repair an acquired car after it had broken down. What happened Ms R took out a hire purchase agreement with MI in January 2022 to acquire a used car which was initially registered in October 2018. Sh... (8 pages)View decision -
Decision Reference DRN-4208011
28 Jun 2023 FACET INVESTMENT MANAGEMENT LTD UpheldInvestmentsDRN-4208011 The complaint Mr G has complained about the actions of FACET Investment Management Limited (‘FACET’) when, under its discretionary mandate of his account, it invested his pensions into two funds which later failed. Mr G feels there was a conflict of interest and no action was t... (12 pages)View decision -
Decision Reference DRN-4203478
28 Jun 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4203478 The complaint Mr R complains Creation Financial Services Limited unfairly closed his credit card account, refused to transfer points he earned using his credit card, and failed to issue him a voucher for a hotel stay. He says he wasn’t told his account had been closed immediate... (2 pages)View decision -
Decision Reference DRN-4191739
28 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4191739 The complaint Mr M complains that Santander UK Plc unfairly applied account blocks. What happened Mr M has explained that he resides abroad. In November 2022 Santander wrote to the address registered to Mr M’s account in the UK and advised it needed information and documents to... (3 pages)View decision
