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 121876 results
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Decision Reference DRN-3884537
3 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3884537 The complaint Mrs J complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for a refund in respect of flights she paid for using her credit card which did not go ahead. What happened In September 2021 Mrs J booked return flights for her and her ... (4 pages)View decision -
Decision Reference DRN-3944817
3 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3944817 The complaint Mr U complains that National Westminster Bank Plc (“NatWest”) unfairly closed his account and recorded a default with credit reference agencies. What happened Mr U had a credit card with NatWest. As a result of financial difficulties caused by Covid-19, he called ... (4 pages)View decision -
Decision Reference DRN-3595352
3 Feb 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3595352 The complaint Mr D complains about the advice D C Financial Limited (DCFL) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension . He says the advice was unsuitable for him and believes this has caused a financial loss. ... (15 pages)View decision -
Decision Reference DRN-3811915
3 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3811915 The complaint Miss S has complained about her car insurer Ageas Insurance Limited because it cancelled her policy. What happened Miss S had a policy with Ageas which covered use of her car for the purpose of social, domestic and pleasure. She let carers for her son use the car ... (2 pages)View decision -
Decision Reference DRN-3941049
3 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3941049 The complaint Mr R complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to decline his claim to cover the full value of his watch under his home contents insurance. What happened The background to this complaint is well known to both parties, so I won’t ... (5 pages)View decision -
Decision Reference DRN-3942596
3 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3942596 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost in a scam. What happened What Mr K says Mr K saw an investment advert on a well-known social media platform. The company (F) offered investment services, describ... (7 pages)View decision -
Decision Reference DRN-3904192
3 Feb 2023 Zurich Insurance PLC UpheldInsuranceDRN-3904192 The complaint Mr P complains about how Zurich Insurance plc (“Zurich”) handled a claim under his car hire excess insurance policy. What happened Mr P has an excess insurance policy with Zurich. He rented a car in summer 2022. Mr P returned the car to the rental company, which t... (3 pages)View decision -
Decision Reference DRN-3900230
3 Feb 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3900230 The complaint Miss T is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to an ‘authorised push payment’ (“APP”) safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to... (6 pages)View decision -
Decision Reference DRN-3941763
3 Feb 2023 Estate Capital Financial Management Limited UpheldPensions and AnnuitiesDRN-3941763 The complaint Mr G complains that he was given poor advice by Estate Capital Financial Management Limited (ECFM) to transfer the benefits from his defined benefit (DB) scheme with British Steel (BSPS) into a personal pension arrangement. What happened I issued a second provisio... (20 pages)View decision -
Decision Reference DRN-3944433
3 Feb 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3944433 The complaint Mr O complains about the way in which National Savings and Investments (NSI) has handled the administration of his premium bond account. He has been represented in this complaint by a family member, so references to his arguments and evidence include those made on... (4 pages)View decision
