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 128085 results
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Decision Reference DRN-4195278
16 Jun 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4195278 The complaint Mrs O complains that Metro Bank PLC hasn’t refunded her after she fell victim to an investment scam. What happened I issued a provisional decision for this complaint on 28 April 2023, copied below. Both parties have responded and accepted my findings. Mrs O receiv... (6 pages)View decision -
Decision Reference DRN-4188522
16 Jun 2023 Bastion Insurance Company Limited UpheldInsuranceDRN-4188522 The complaint Mr M has complained about Bastion Insurance Company Limited. He isn’t happy that it turned down a claim under his mobile phone insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr M made a claim under his mobile phon... (2 pages)View decision -
Decision Reference DRN-4087832
16 Jun 2023 Mattioli Woods PLC UpheldPensions and AnnuitiesDRN-4087832 The complaint Mr T and his wife submitted a joint complaint about Mattioli Woods PLC (‘MW’). The case was then split into two, one for each complainant. This decision is for his complaint. He says MW recommended an unsuitable switch from his Standard Life (‘SL’) Self-Invested P... (9 pages)View decision -
Decision Reference DRN-4195193
16 Jun 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4195193 The complaint Mr O complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G Plc”). Mr O says he was misled that the bond was a secure investment – but has since lost his money as the bond issuer has gone into administration. What happe... (9 pages)View decision -
Decision Reference DRN-4191155
16 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4191155 The complaint Mrs B complains that Aviva Insurance Limited (“Aviva”) provided her with an inadequate service which led to her boiler breaking down. She wants Aviva to reimburse her for the repairs she had to pay for privately. What happened Mrs B held a boiler service plan with... (3 pages)View decision -
Decision Reference DRN-4091156
16 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4091156 The complaint Mr A and Miss H complain about how QIC Europe Ltd (“QIC”) dealt with their claim for damage following an escape of water at their home. Any reference to QIC includes its agents. The home insurance policy is in joint names but, for ease o... (3 pages)View decision -
Decision Reference DRN-4123725
16 Jun 2023 AWP P&C SA UpheldInsuranceDRN-4123725 The complaint Mr A and Mrs O are unhappy that AWP P&C SA has delayed assessing a claim made under their travel insurance policy (‘the policy’). What happened Mr A and Mrs O travelled abroad with their children. Whilst away, they were involved in a car accident and needed me... (2 pages)View decision -
Decision Reference DRN-4158241
16 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4158241 The complaint Mr J is complaining about the way U K Insurance Limited (UKI) has handled a claim he made on his buildings insurance policy. What happened In November 2021 Mr J’s property was damaged in a storm – with damage occurring to the roof and greenhouse. As a result of th... (5 pages)View decision -
Decision Reference DRN-4195008
16 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4195008 The complaint The estate of Ms M is unhappy with the way in which AXA Insurance UK Plc handled a claim made on Ms M’s travel insurance policy and medical assistance provided whilst she was abroad. Any references to AXA include its claim handlers and medical assistance team. Wha... (5 pages)View decision -
Decision Reference DRN-4192486
16 Jun 2023 TSB Bank plc UpheldConsumer CreditDRN-4192486 The complaint Mr B complains TSB Bank plc continue to write to him despite his father asking them not to. He’s also unhappy TSB have refused to remove information from his credit file regarding a loan and overdraft he had with them, and because they refuse to pay him compensati... (5 pages)View decision