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 121115 results
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Decision Reference DRN-3748751
14 Nov 2022 Lloyds Bank PLC UpheldInvestmentsDRN-3748751 The complaint Mr and Mrs K complain about advice they received from Lloyds Bank PLC (Lloyds) to invest £70,000 into ISAs and a joint Unit Trust in 2000 . They also complain about advice they received to invest £12,000 into a guaranteed stock market bond (GSMB) in 2001. What hap... (10 pages)View decision -
Decision Reference DRN-3798552
14 Nov 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3798552 The complaint Mrs J has complained that Admiral Insurance Gibraltar Limited’s windscreen repair agent, who’ll I refer to as A, handled her claim under her motor insurance policy for a broken glass panel in her sunroof badly and this has led to her losing out. What happened The ... (2 pages)View decision -
Decision Reference DRN-3645057
14 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3645057 The complaint Mr S is unhappy that National Westminster Bank Plc (NatWest) restricted his account while completing a fraud investigation, then removed funds from his account as a result of the investigation. Mr S’s complaint has been brought by a representative. As the account ... (3 pages)View decision -
Decision Reference DRN-3804581
14 Nov 2022 Advantage Finance Ltd UpheldConsumer CreditDRN-3804581 The complaint Mr A complained to Advantage Finance Ltd (“AF”) that it didn’t treat him fairly when it terminated his hire purchase agreement. What happened AF entered into a credit agreement with Mr A on 21 October 2020 to acquire a used car. The cash price of the car was £7,75... (8 pages)View decision -
Decision Reference DRN-3781962
14 Nov 2022 Financial Administration Services Limited UpheldInvestmentsDRN-3781962 The complaint Mr R complains about delays transferring a stocks and shares ISA to Financial Administration Services Limited (“FASL”). What happened Mr R wrote to FASL to start his ISA transfer on 19 January 2021. FASL sent their request to Mr R’s existing ISA provider – which I... (4 pages)View decision -
Decision Reference DRN-3804685
14 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3804685 The complaint Mr D, on behalf of the estate of Ms D, has complained that British Gas Insurance Limited (British Gas) caused damage during visits under a home emergency policy. What happened British Gas visited Ms D’s home to deal with a leak. British Gas and another contractor ... (3 pages)View decision -
Decision Reference DRN-3685462
14 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3685462 The complaint Ms K is unhappy that National Westminster Bank Plc (NatWest) took funds out of her account as the result of a fraud claim. What happened Ms K says that between October and December 2020 she loaned money to her partner – who I’ll refer to as G. In March 2021, G mad... (3 pages)View decision -
Decision Reference DRN-3799378
14 Nov 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3799378 The complaint Mr M complains that London & Colonial Services Limited trading as London & Colonial (London & Colonial) took too long to transfer his pension plan to another provider. During the delay the price of the new investments he wished to make increased causin... (6 pages)View decision -
Decision Reference DRN-3797232
14 Nov 2022 Trinity Lane Insurance Company Ltd UpheldInsuranceDRN-3797232 The complaint Mr T complains that Trinity Lane Insurance Company Ltd (“Trinity”) haven’t fairly settled a claim on his motor insurance policy. What happened The circumstances of this complaint are well known to both parties and largely not in dispute, so I’ll only summarise the... (2 pages)View decision -
Decision Reference DRN-3802198
14 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3802198 The complaint Mr and Mrs P complain that Barclays Bank UK PLC withdrew its offer to port their existing mortgage to a new property, and add new lending, once it became aware that part of the property they were buying was subject to an overage agreement. What happened Mr and Mrs... (6 pages)View decision
