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-4191083
10 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4191083 The complaint Mr and Mrs B are unhappy with the service they received from Great Lakes Insurance SE and the settlement of their travel insurance claim. What happened Mr and Mrs B were on holiday when one of their children injured herself whilst skiing. They claimed on their tra... (2 pages)View decision -
Decision Reference DRN-4235143
10 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4235143 The complaint Mr H has complained about U K Insurance Limited (UKI). He isn’t happy about the way it dealt with a claim under his commercial motor insurance policy in relation to his windscreen. For ease of reading any reference to UKI includes its agents. What happened I looke... (3 pages)View decision -
Decision Reference DRN-4156974
10 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4156974 The complaint Ms M has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on her pet insurance policy. What happened Ms M took out a pet insurance policy for her dog with C&G in August 2021. She contacted C&G to mak... (2 pages)View decision -
Decision Reference DRN-3969886
10 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3969886 The complaint Mr H complains that Barclays Bank UK PLC didn’t provide the service it should have. What happened Mr H made several calls to Barclays on 1 April 2022. His initial calls about a transaction he was concerned about have been dealt with as part of a separate complaint... (2 pages)View decision -
Decision Reference DRN-4140706
10 Jul 2023 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4140706 The complaint Ms I complains that Shawbrook Bank Limited poorly handled her ISA transfer. What happened Around October, Ms I initiated an ISA transfer from a third-party bank (who I’ll call “M”) to her Shawbrook account. The transfer initially failed and Shawbrook said this was... (3 pages)View decision -
Decision Reference DRN-4225668
10 Jul 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4225668 The complaint Mr D complains that Financial Administration Services Limited (“Fidelity”) cancelled two online orders without his agreement. He wants Fidelity to honour the orders, and to pay him compensation for the anxiety he’s been caused. What happened Mr D had a holding in ... (2 pages)View decision -
Decision Reference DRN-3954750
10 Jul 2023 Bank of Scotland Plc UpheldMortgagesDRN-3954750 The complaint Mr and Mrs S complain they were told, when their lending moved to Bank of Scotland plc trading as Halifax Building Society, that the entitlement to payment deferrals under their mortgage agreement would reset, so they would be able to take further deferrals in fut... (3 pages)View decision -
Decision Reference DRN-4135238
10 Jul 2023 Allium Money Limited UpheldConsumer CreditDRN-4135238 The complaint Mr I complains Allium Money Limited (Allium) hasn’t fairly considered his claim under section 75 of The Consumer Credit Act 1974 in relation to his purchase of a solar panel system. What happened In May 2021, Mr I entered into an agreement for the supply and insta... (4 pages)View decision -
Decision Reference DRN-4184480
10 Jul 2023 State Bank Of India (UK) Limited UpheldMortgagesDRN-4184480 The complaint Mr M complains about how long it took State Bank Of India (UK) Limited (“SBI”) to respond to his Buy To Let (“BTL”) mortgage application with an offer. He complains both about the delays SBI caused and the lack of information while his application was being proces... (4 pages)View decision -
Decision Reference DRN-4231150
10 Jul 2023 Intelligent Pensions Ltd UpheldPensions and AnnuitiesDRN-4231150 The complaint Mr J complains about the advice given by Intelligent Pensions Ltd (‘IPL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. He says the advice was unsuitable for him and believes this has caused... (10 pages)View decision