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-3794320
21 Jun 2023 Wombat Invest Ltd UpheldInvestmentsDRN-3794320 The complaint Miss M complained about the service provided by Wombat Invest Ltd. She said Wombat has not honoured two trades on her account, when she tried to sell them. She said she should be reimbursed for her investment losses. What happened In May 2022, Miss M bought shares... (3 pages)View decision -
Decision Reference DRN-4159113
21 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4159113 The complaint J, a limited company, complains about the service Lloyds Bank PLC has provided in relation to its business account. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the... (2 pages)View decision -
Decision Reference DRN-4202603
21 Jun 2023 IG Index Limited UpheldInvestmentsDRN-4202603 The complaint Mr P is complaining that he couldn’t trade his spread bet positions because of IG Index Limited’s technical problems. What happened In January 2021, Mr P had several trading accounts with IG, with whom he was registered as a professional trader. This complaint is ... (5 pages)View decision -
Decision Reference DRN-4166612
21 Jun 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4166612 The complaint Mr R complains about his insurer, Advantage Insurance Company Limited (Advantage), over the time taken to carry out repairs to his vehicle following an accident. Any reference to Advantage in this decision includes their agents. What happened In August 2022 Mr R’s... (3 pages)View decision -
Decision Reference DRN-4139255
21 Jun 2023 Nationwide Building Society UpheldMortgagesDRN-4139255 The complaint This complaint is about a mortgage Mr and Mrs C hold with Nationwide UK Plc. They’re unhappy with the way Nationwide handled a further advance application they made in 2022 to raise money to repay their help-to-buy (HTB) loan. They say, in summary: Nationwide’s a... (3 pages)View decision -
Decision Reference DRN-4198958
21 Jun 2023 Personal Touch Financial Services Ltd UpheldMortgagesDRN-4198958 The complaint Mr G and Miss L complain that their broker, Personal Touch Financial Services Ltd trading as PRIMIS Mortgage Network (“PRIMIS”) didn’t tell them they needed to make a fresh mortgage application for a new property, causing delays and higher monthly costs. What happ... (5 pages)View decision -
Decision Reference DRN-4197186
21 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4197186 The complaint Mr D complains about how UK Insurance Limited (“UKI”) settled a claim under his motor insurance policy. Mr D is represented in this complaint, but I’ll refer to him throughout for ease. What happened Mr D had a vehicle insured with UKI. The vehicle was leased to M... (3 pages)View decision -
Decision Reference DRN-4201533
21 Jun 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4201533 The complaint Mr P complains that National Savings and Investments (NS&I) didn’t follow his withdrawal instructions. In bringing this complaint Mr P is represented by his wife Mrs P. But for ease of reading, I’ll refer to Mr P throughout this decision. What happened Mr P he... (3 pages)View decision -
Decision Reference DRN-4202024
21 Jun 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4202024 The complaint Mr R complains about Haven Insurance Company Limited’s handling of a claim made after his car was involved in an accident and written off. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. In s... (4 pages)View decision -
Decision Reference DRN-4110345
21 Jun 2023 Zurich Insurance PLC UpheldInsuranceDRN-4110345 The complaint Mr and Mrs S complain that Zurich Insurance PLC has turned down a cancellation claim they made on a travel insurance policy. What happened Mr and Mrs S held an annual travel insurance policy, which was underwritten by Zurich. They were due to go abroad on holiday ... (3 pages)View decision
