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-4158419
30 Jun 2023 Urban Jungle Services Ltd UpheldInsuranceDRN-4158419 The complaint Mr and Mrs C complain that Urban Jungle Services Ltd renewed their policy and didn’t provide a full refund when they later cancelled it. What happened Mr and Mrs C held a buildings and contents insurance policy administered by Urban Jungle. The policy was set to a... (2 pages)View decision -
Decision Reference DRN-4219751
30 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4219751 The complaint Mr C has complained about how Aviva Insurance Limited dealt with his motor insurance claim. What happened As the background to this complaint is well known to both parties, this is intended as a summary of what has happened. On 14 September 2021, Mr C was involved... (7 pages)View decision -
Decision Reference DRN-4221038
30 Jun 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4221038 Complaint Mr Y is unhappy that Metro Bank PLC didn’t reimburse him after he fell victim to a scam. Background Mr Y’s son has two accounts with banks other than Metro. In November 2021, his son received a phone call from someone who claimed to be an employee of the fraud team wi... (4 pages)View decision -
Decision Reference DRN-4214011
30 Jun 2023 MONEY ADVICE PARTNERSHIP LTD UpheldPensions and AnnuitiesDRN-4214011 The complaint Mr H complains that the investment strategy recommended by MONEY ADVICE PARTNERSHIP LTD (trading as FML Wealth) was unsuitable. What happened I issued my provisional decision on this complaint on 14 June 2023. The background and circumstances to the complaint and ... (10 pages)View decision -
Decision Reference DRN-4117332
30 Jun 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4117332 The complaint Mr S complains that PayPal (Europe) Sarl et Cie SCA (PayPal) didn’t treat him fairly after he reported falling victim to a scam. What happened Mr S needed to put insurance in place for a new car. He found what appeared to be a broker offering insurance for a good ... (3 pages)View decision -
Decision Reference DRN-4194694
30 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4194694 The complaint Miss G and Mr P are unhappy U K Insurance Limited declined their claim on their travel insurance policy. What happened Miss G and Mr P have travel insurance underwritten by UKI. They’d booked a weekend trip abroad – flying from the UK to their destination, with a ... (3 pages)View decision -
Decision Reference DRN-4204749
30 Jun 2023 Vitality Health Limited UpheldInsuranceDRN-4204749 The complaint Mr W is unhappy Vitality Health Limited (Vitality) declined his claim. What happened Mr W has a private medical insurance policy underwritten by Vitality. He had a vasectomy and started experiencing issues following the surgery. The initial medical evidence sugges... (3 pages)View decision -
Decision Reference DRN-4136326
30 Jun 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4136326 The complaint Miss M complains that TSB Bank Plc (“TSB”) didn’t do enough to help her when she was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here: Miss... (4 pages)View decision -
Decision Reference DRN-4210392
30 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4210392 The complaint Mr W has complained that National Westminster Bank Plc has delayed in taking corrective action after mistakenly linking his details with that of another account holder. What happened In March 2022 Mr W contacted Nat West after receiving arrears letters about misse... (3 pages)View decision -
Decision Reference DRN-4220897
30 Jun 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4220897 The complaint Mrs J complains that True Potential Wealth Management LLP’s (‘TPWM’) poor service led to a delay that caused her distress and a significant financial loss to her available pension benefits. Mrs J is represented by her husband, but for ease I’ll refer only to Mrs J... (6 pages)View decision