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-4184407
12 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4184407 The complaint Miss L complains that One Insurance Limited mishandled a claim on her motor insurance policy. What happened Miss L had a sports utility vehicle. For the year from late August 2021, Miss L had the car insured on a comprehensive policy branded with the name of an in... (5 pages)View decision -
Decision Reference DRN-4184140
12 Jun 2023 First Response Finance Ltd UpheldConsumer CreditDRN-4184140 The complaint Miss B complains about credit granted to her by First Response Finance Ltd. What happened First Response agreed credit of £4,642 for Miss B in April 2018 in order for her to acquire a car. The cash price of the car was £4,942. The total amount owing under the agre... (4 pages)View decision -
Decision Reference DRN-4184638
12 Jun 2023 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4184638 The complaint Mr L complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) poorly handled the transfer of his pensions, causing him a delay in the income payments he wanted to take. What happened Mr L had a pension policy with Scottish Friendly and in lat... (5 pages)View decision -
Decision Reference DRN-3612384
12 Jun 2023 HDI Global Specialty SE UpheldInsuranceDRN-3612384 The complaint A charity, which I’ll refer to as W, complains that HDI Global Speciality SE (HDI) unfairly declined a storm damage claim made by the previous building owner, whom I’ll refer to as E, under its Church Choice insurance policy. Mr L, who is a trustee of W, brings th... (3 pages)View decision -
Decision Reference DRN-3613766
12 Jun 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3613766 The complaint Mr S complains that Lighthouse Financial Advice Limited, an appointed representative of Lighthouse Advisory Services Limited (‘Lighthouse’) gave him unsuitable advice to transfer deferred benefits from his defined benefit (DB) pension with British Steel (BSPS) to ... (5 pages)View decision -
Decision Reference DRN-4164942
12 Jun 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4164942 The complaint Mr C complains about Accredited Insurance (Europe) Ltd (“AIL”) and their decision to decline the claim he made on his motor insurance policy. What happened Mr C held a motor insurance policy, underwritten by AIL. Unfortunately, on 31 December 2022, Mr C’s car seiz... (3 pages)View decision -
Decision Reference DRN-4037377
12 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4037377 The complaint Mr C complains that National Westminster Bank Plc (NatWest) blocked her account without explaining why, and then subsequently closed it. She’d like to be compensated. What happened Ms C held an account with NatWest. In November 2022 the bank began an internal revi... (2 pages)View decision -
Decision Reference DRN-4183240
12 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4183240 The complaint Miss O complains U K Insurance Limited trading as Direct Line (UKI) unfairly declined a claim against her pet insurance policy. What happened Miss O held pet insurance with UKI for her dog. It provided cover for vet fees, amongst other things, for up to 12-months ... (5 pages)View decision -
Decision Reference DRN-4184003
12 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4184003 The complaint Miss D complains that Barclays Bank UK PLC (“Barclays”) won’t reimburse money she lost to two investment scams. Miss D is being represented by solicitors in her complaint. What happened Miss D was looking online for investment trading opportunities. In April 2021,... (5 pages)View decision -
Decision Reference DRN-4174470
12 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4174470 The complaint Miss K complains that Revolut Ltd (“Revolut”) refuses to refund her losses after she fell victim to a scam. Background In or around April 2021, Miss K contacted a company I’ll call “S” after coming across a video online about its ability to help her invest her mon... (5 pages)View decision