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 128312 results
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Decision Reference DRN-4268506
28 Jul 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4268506 The complaint Mr L complains that Helvetia Global Solutions Limited (“Helvetia”) is responsible for mishandling his claim on a breakdown insurance policy. What happened Mr L was living in the UK with his partner who was working for a ferry company that gave its staff free cross... (6 pages)View decision -
Decision Reference DRN-4156095
28 Jul 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4156095 The complaint Mr F complains Prepaid Financial Services Limited (“PFS”), trading as Swiftoo, blocked his account without explanation and withheld the money in it. What happened The background to this complaint is well known to both parties, so I won’t set it out in details here... (3 pages)View decision -
Decision Reference DRN-4273149
28 Jul 2023 West Bay Insurance Plc UpheldInsuranceDRN-4273149 The complaint Mr D complains that West Bay Insurance Plc cancelled his motor insurance policy, resulting in his car being impounded by the police. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West Bay... (3 pages)View decision -
Decision Reference DRN-4160639
28 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4160639 The complaint Mrs O complains Barclays Bank UK PLC, trading as Barclaycard, unfairly closed her credit card account immediately and without warning nor explanation causing her severe distress and inconvenience. To keep things simple, I will refer to “Barclays” mostly in my deci... (3 pages)View decision -
Decision Reference DRN-4272607
28 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4272607 The complaint Mr P complains that his bank National Westminster Bank Plc (NatWest) has refused to refund the money he has lost following him falling victim to a scam. What happened In my provisional decision sent in June 2023 I explained why I thought this complaint should be u... (3 pages)View decision -
Decision Reference DRN-4160568
28 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4160568 The complaint Mrs O complains Barclays Bank UK PLC (“Barclays”) closed her accounts without notice nor explanation and did so with immediate effect. Mrs O adds this has caused her financial loss, and severe distress and inconvenience. What happened This decision deals only with... (4 pages)View decision -
Decision Reference DRN-3991789
28 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3991789 The complaint Miss W complains that Aviva Life & Pensions UK Limited (Aviva) caused unnecessary delays in administering her request to take her 25% tax free Pension Commencement Lump Sum (PCLS) from her personal pension, and further delays in the transfer of the remaining f... (6 pages)View decision -
Decision Reference DRN-4245587
28 Jul 2023 EUI Limited UpheldInsuranceDRN-4245587 The complaint Mr G complains that EUI Limited (Admiral) has treated him unfairly in relation to his motor insurance policy. What happened The background of this complaint is well known to all parties. So, I won’t repeat it here and I’ll simply summarise events. Mr G has a poli... (2 pages)View decision -
Decision Reference DRN-4268741
28 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4268741 The complaint Mr A complains Santander UK Plc (“Santander”) blocked and closed his current and credit card accounts immediately and without explanation. Mr A’s also unhappy he was told to pay off his overdraft and credit card balance imminently after closure. What happened In J... (5 pages)View decision -
Decision Reference DRN-4242030
28 Jul 2023 Amtrust Europe Limited UpheldInsuranceDRN-4242030 The complaint Mr and Mrs D are unhappy with the way Amtrust Europe Limited dealt with a subsidence claim they made under their home insurance policy. Mr D has primarily dealt with the claim and complaint. So, for simplicity, I’ll refer to him only. Reference to Amtrust includes... (3 pages)View decision