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-4150668
24 May 2023 MBNA Limited UpheldBanking and PaymentsDRN-4150668 The complaint Mr K complains about the MBNA Limited’s (“MBNA”) response to his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint last month. An extract from that provisional decision is set ou... (3 pages)View decision -
Decision Reference DRN-4149793
24 May 2023 Scottish Widows Limited UpheldInsuranceDRN-4149793 The complaint Miss H has complained about the service she received from Scottish Widows Limited. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute so I’ll focus on giving the reasons for my... (2 pages)View decision -
Decision Reference DRN-4124354
24 May 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4124354 The complaint Miss F complains about the standard of repairs Fortegra Europe Insurance Company Ltd (Fortegra) arranged following damage to her car’s front bumper, under her motor insurance policy. What happened Miss F contacted Fortegra when a gate hit her front bumper. This ca... (3 pages)View decision -
Decision Reference DRN-4150907
24 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4150907 The complaint Miss P has complained that her pet insurer, Casualty & General Insurance Company (Europe) Ltd (“CGIC”), turned down a claim she made under the policy she has for her dog. CGIC is the underwriter of this policy i.e. the insurer. Throughout the claim Miss P was ... (4 pages)View decision -
Decision Reference DRN-4082692
24 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4082692 The complaint Mr C complains that National Westminster Bank Plc blocked and closed his bank accounts. What happened Mr C had three bank accounts with NatWest. In January 2023, NatWest blocked the accounts. It removed the block two weeks later. Then in February 2023 NatWest wro... (3 pages)View decision -
Decision Reference DRN-4101680
24 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4101680 The complaint Mrs F is unhappy with the service she received from Great Lakes Insurance SE when she claimed on her travel insurance policy. What happened Mrs F tripped and fell whilst on holiday. She had a complex fracture in her arm and needed urgent surgery. She was scheduled... (3 pages)View decision -
Decision Reference DRN-4045168
24 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4045168 The complaint Mr H complains about AXA Insurance UK Plc’s (AXA) handling of his claim, under his motor insurance policy, following an accident he was involved in when driving. What happened In June 2022 Mr H’s car was damaged as a result of an accident. He contacted AXA to make... (3 pages)View decision -
Decision Reference DRN-4031220
24 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4031220 The complaint Ms L complains about the actions taken by Royal & Sun Alliance Limited (“RSA”) following a claim she made for water damage to her property. RSA voided the policy, declined the claim, and kept the premiums paid by Ms L. Reference to Ms L includes anything said ... (4 pages)View decision -
Decision Reference DRN-4121053
24 May 2023 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4121053 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase caused him to go overdrawn and placed a block on his account. What happened Mr G says that in May 2022 he withdrew £50 in cash from his Chase account. A few hours later, he found that his account had ... (3 pages)View decision -
Decision Reference DRN-4150000
24 May 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-4150000 The complaint Mr P complains about the advice given by CST Wealth Management Limited (‘CST’) to transfer out of the British Steel Pension Scheme (‘BSPS’) and invest the funds in a personal pension. He says the advice was unsuitable for him which has resulted in him suffering a ... (13 pages)View decision
