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-4186559
13 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4186559 The complaint Mr and Mrs A’s complaint about Barclays Bank PLC (Barclays) relates to the advice they received from a Barclays’ mortgage advisor (MA) which they believe delayed their mortgage application. That, they feel, led to them being only able to obtain a mortgage with a h... (4 pages)View decision -
Decision Reference DRN-4185472
13 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4185472 The complaint Mrs H complains about Casualty & General Insurance Company (Europe) Ltd (“Casualty & General”) for declining her claim for treatment for her pet dog, after she thought he may have eaten a toxic food. She wants Casualty & General to settle her claim. Wh... (3 pages)View decision -
Decision Reference DRN-4098052
13 Jun 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4098052 The complaint Mr J complains about how Atlanta 1 Insurance Services Limited (“Atlanta”) administered his motor insurance policy. What happened Mr J had a motor insurance policy arranged through Atlanta, which is a broker. Mr J’s policy renewed in October 2022. Shortly afterward... (2 pages)View decision -
Decision Reference DRN-4186358
13 Jun 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4186358 The complaint Mr S complains about the service received from Helvetia Global Solutions Ltd under his home emergency policy. Helvetia are the underwriters of this policy ie the insurer. Novus Underwriting acted on Helvetia’s behalf. Therefore, any reference to Helvetia includes ... (2 pages)View decision -
Decision Reference DRN-4025593
13 Jun 2023 PROBITAS FIDELIS LIMITED UpheldBanking and PaymentsDRN-4025593 The complaint P complains about Probitas Fedelis Limited’s (Probitas) failure to return funds that they were holding on its behalf. In bringing this complaint P is represented by its director who I refer to as Mr K What happened The background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-4159751
13 Jun 2023 Lloyds Bank PLC UpheldInvestmentsDRN-4159751 The complaint Ms K has complained about the service received from Lloyds Bank PLC. Her complaint is about a transfer of her ISA funds from a third party to it. Ms K is unhappy that the transfer was cancelled and has said she has suffered financial loss because of this. What hap... (4 pages)View decision -
Decision Reference DRN-4113111
13 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4113111 The complaint Ms A complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency insurance policy. What happened The background to this complaint is well known to both Ms A and British Gas. In my decision, I’ll focus mainly on... (3 pages)View decision -
Decision Reference DRN-4183269
13 Jun 2023 Abbey Financial Services (N.I.) Ltd UpheldInvestmentsDRN-4183269 The complaint Mr and Mrs L complain that Abbey Financial Services (N.I) Ltd (“AFS”) wrongly advised them to invest in an unregulated investment. What happened In 2016 Mr and Mrs L cashed in their ISAs and came into some further money from the sale of Mrs L’s mother’s house foll... (11 pages)View decision -
Decision Reference DRN-4176333
13 Jun 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4176333 The complaint Mr A is unhappy about the support he received from BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera) when he was in financial hardship. When I refer to what Mr A and Alphera have said, it should also be taken to include things sai... (8 pages)View decision -
Decision Reference DRN-4186119
13 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4186119 The complaint Mr D complained that part of his claim was unfairly declined by Royal & Sun Alliance Insurance Limited (“RSA”) under his landlord’s insurance policy. He said his claim was poorly managed and the delays meant he couldn’t rent out his property sooner. What happe... (3 pages)View decision
