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 120163 results
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Decision Reference DRN-3841299
9 Dec 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3841299 The complaint A company that I’ll refer to as T complains that Accredited Insurance (Europe) Ltd turned down a claim on its commercial vehicle insurance policy. Mr B, a director of T, has complained on T’s behalf. What happened One of T’s vans was stolen from its employee’s hom... (2 pages)View decision -
Decision Reference DRN-3850473
9 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3850473 The complaint Miss B complains that Nationwide Building Society (‘Nationwide’) did not do enough to help her get a refund in respect of a trip she paid for with her debit card which did not go ahead. Miss B is assisted in her complaint by her representative. To keep things simp... (3 pages)View decision -
Decision Reference DRN-3837871
9 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3837871 The complaint Mr H complains about AA Underwriting Insurance Company Limited’s (AA) handling of his claim following an accident he had when driving, under his motor insurance policy. What happened In April 2022 Mr H was involved in an accident whilst driving his car. The passen... (3 pages)View decision -
Decision Reference DRN-3772125
9 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3772125 The complaint Mr and Mrs A complain about how AWP P&C SA dealt with a claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In... (2 pages)View decision -
Decision Reference DRN-3850883
9 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3850883 The complaint Mr and Mrs F complain Ageas Insurance Limited unfairly declined their buildings insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-3270689
9 Dec 2022 Vision Independent Financial Planning Ltd UpheldPensions and AnnuitiesDRN-3270689 The complaint Mr G complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Vision Independent Financial Planning Limited is responsible for answering this complaint and so to keep thing... (11 pages)View decision -
Decision Reference DRN-3798974
9 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3798974 The complaint Mr B and Miss K are unhappy Covea Insurance plc didn’t renew their pet insurance policy. What happened Mr B and Miss K took out pet insurance in 2018 through a business which Covea is responsible for (all references to Covea include its agents). The policy covered... (5 pages)View decision -
Decision Reference DRN-3688178
9 Dec 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3688178 The complaint Mr P complains that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”) didn’t pursue a chargeback claim for him and that they were unreasonable not to fully uphold a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). Wh... (3 pages)View decision -
Decision Reference DRN-3845851
9 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3845851 The complaint Mr D complains that Metro Bank PLC unfairly lodged a fraud marker against him and then closed his account. What happened What Mr D says Mr D opened a personal account with Metro which he intended for mainly business use. He explained that he told Metro staff the r... (5 pages)View decision -
Decision Reference DRN-3849510
9 Dec 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3849510 The complaint Through her representative, Mrs H raised various complaints about the way that Barclays Bank UK PLC, trading as Barclays Smart Investor, formerly Barclays Stockbrokers Ltd (“Barclays”) handled her portfolio, in particular when it was on notice of a corporate actio... (8 pages)View decision
