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-4239798
11 Jul 2023 The New India Assurance Company Limited UpheldInsuranceDRN-4239798 The complaint Mr C was a self-employed tradesman. He needed a large van to transport himself and bulky materials to customers. What happened The subject matter of the claim and the complaint is a large van, first registered in 2015. Mr C bought the van in late September 2020 fo... (4 pages)View decision -
Decision Reference DRN-4235280
11 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4235280 The complaint Mr M says that when his new car was written-off, Advantage Insurance Company Limited should have ensured he could buy an equivalent new one, in line with the terms and conditions of his motor insurance policy. What happened I won’t repeat all the facts here – as t... (2 pages)View decision -
Decision Reference DRN-4240199
11 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4240199 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) wouldn’t refund money he lost in a scam. What happened What Mr K says: Mr K is represented by a third-party claims firm, but I will refer to him as the complainant here. Mr K had a savings and current account with Lloyd... (6 pages)View decision -
Decision Reference DRN-4235942
11 Jul 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4235942 The complaint Mr F has complained that Legal and General Assurance Society Limited (L&G) declined a claim he made under his employer’s group income protection policy. What happened The details of this complaint are well known to both parties. In summary Mr F became absent f... (4 pages)View decision -
Decision Reference DRN-4037624
11 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4037624 The complaint Mr H complains that U K Insurance Limited (UKI) has declined to cover storage and recovery costs following his claim for the theft of his vehicle, under his motor insurance policy. What happened Mr H says he put his car up for sale in October 2022. A potential buy... (3 pages)View decision -
Decision Reference DRN-4239994
11 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4239994 The complaint Ms M complains that ReAssure Limited (ReAssure) caused delays to her accessing her pension fund. She says she’s been trying to withdraw her funds since September 2020. And that she had been required to repeatedly return the same forms. What happened Ms M has previ... (11 pages)View decision -
Decision Reference DRN-4237174
11 Jul 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4237174 The complaint Mrs G has complained to us about the way in which Volkswagen Financial Services (UK) Limited trading as VWFS Financial Services (‘VWFS’) administered an agreement she entered into with it. And she told us VWFS also recorded incorrect information on her credit file... (5 pages)View decision -
Decision Reference DRN-4218863
11 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4218863 The complaint Mr A is unhappy how Barclays Bank UK PLC trading as Barclaycard handled his request for help to recover money following the cancellation of a flight and subsequent disruption to his trip. At times throughout the complaint Mr A has been represented. But for ease of... (5 pages)View decision -
Decision Reference DRN-3861795
11 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3861795 The complaint Miss W complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of her occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Miss W spoke with repres... (42 pages)View decision -
Decision Reference DRN-4020109
11 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4020109 The complaint O a registered charity, complains HSBC UK Bank Plc unduly delayed paying money that belonged to it. O wants the bank to pay the interest it says it lost and compensation for the difficulties caused. O is represented by one of its officers, Mr M. What happened O de... (3 pages)View decision