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 128535 results
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Decision Reference DRN-4144710
16 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4144710 The complaint A company, which I’ll refer to as R, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Mr K, who is a director of R, brings the complaint on R’s behalf. Mrs K is also a director of R, who I’ll refer ... (2 pages)View decision -
Decision Reference DRN-4050810
16 Aug 2023 Target Servicing Limited UpheldMortgagesDRN-4050810 The complaint Mr and Mrs J complain that Target Servicing Limited continued to write to them about properties they didn’t own or have loans against after it should have corrected its records. What happened Mr and Mrs J have a mortgage administered by Target Servicing Limited. I... (3 pages)View decision -
Decision Reference DRN-4291530
16 Aug 2023 Policywave Limited UpheldInsuranceDRN-4291530 The complaint Mr L complains that Policywave Limited referred him to an accident management company (“AMC”) for credit hire and repair when his car was damaged, who didn’t handle his claim well. What happened Mr L’s car was hit by a third party driver so he called Policywave to... (4 pages)View decision -
Decision Reference DRN-4304707
16 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4304707 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t close his account. What happened Mr S called Virgin on 8 April 2019 and said he wanted to close his account. The limit was £24,500 and the balance then was zero. On 9 April 2019, a r... (2 pages)View decision -
Decision Reference DRN-4243707
16 Aug 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4243707 The complaint Mr O has complained about Building Block Insurance PCC Ltd. He isn’t happy about the way it dealt with a claim under his motor breakdown insurance policy and the poor service he received. What happened Mr O’s car broke down on a very busy motorway and he called Bu... (2 pages)View decision -
Decision Reference DRN-4216121
16 Aug 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-4216121 The complaint Mr G and Mrs G have complained about the delays experienced when Mrs G made a claim under their policy with Legal and General Assurance Society Limited (L&G). What happened In June 2020 Mrs G made a claim under the policy for critical illness benefit. This was... (2 pages)View decision -
Decision Reference DRN-4235505
16 Aug 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4235505 The complaint Mr G has complained about the time taken to transfer his pension from Sterling ISA Managers Limited trading as Advance by Embark (Advance) to a new provider Interactive Investor Services Limited (IISL). Mr G has stated the delay led to a period of time where he co... (6 pages)View decision -
Decision Reference DRN-4299347
16 Aug 2023 The Enterprise Fund Limited UpheldBanking and PaymentsDRN-4299347 The complaint Mr C is unhappy with the length of time it took The Enterprise Fund Limited (“EFL”), trading as Business Finance Solutions, to arrange for his loan to be written off. He also complains about the information he was given and the customer service that was provided a... (6 pages)View decision -
Decision Reference DRN-4303901
16 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4303901 The complaint Miss W has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on her pet insurance policy. What happened Miss W made a claim to C&G after her dog needed cruciate surgery on a hind leg. C&G declined the... (3 pages)View decision -
Decision Reference DRN-4298399
16 Aug 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4298399 The complaint Mr N has complained about poor service he received from The Royal London Mutual Insurance Society Limited when applying to draw his pension benefits. Mr N claims that he has suffered a financial loss as a result of the alleged poor service. What happened The backg... (5 pages)View decision