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 125400 results
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Decision Reference DRN-4006787
7 Mar 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-4006787 The complaint Mr M complains about Barclays Bank UK PLC, referred to as “Barclays” or “the business”, about his experience of the smart investor platform. In short, he says Barclays made a major error on his account by choosing to ignore his instructions to trade. It then tried... (9 pages)View decision -
Decision Reference DRN-4006697
7 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4006697 The complaint Ms I and Mr W have complained about the way Aviva Insurance Limited trading as QuotemeHappy.com settled a claim under their home insurance policy following a burglary at their home. All reference to the insurer Aviva in my decision includes agents acting on its be... (3 pages)View decision -
Decision Reference DRN-4001390
7 Mar 2023 West Bay Insurance Plc UpheldInsuranceDRN-4001390 The complaint Mr Y complains that West Bay Insurance Plc (West Bay) delayed his claim by several weeks causing him both financial suffering and general inconvenience. What happened I set out the background to this complaint and my initial findings in my provisional decision on ... (6 pages)View decision -
Decision Reference DRN-3829263
7 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3829263 The complaint Mrs C complains that Metro Bank PLC hasn’t refunded her after she fell victim to a scam, where a fraudster impersonated her daughter on a messaging app. What happened Mrs C received a message on WhatsApp from an unsaved number. The message said, “Hi mum, my phone ... (6 pages)View decision -
Decision Reference DRN-3947661
7 Mar 2023 Pension Advice Specialists Limited UpheldPensions and AnnuitiesDRN-3947661 The complaint Mr L complains about the advice Pension Advice Specialists Limited (PAS) gave him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (8 pages)View decision -
Decision Reference DRN-3868906
7 Mar 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3868906 The complaint Mrs F has complained about deductions Casualty & General Insurance Company (Europe) Limited (C&G) made from the settlement of her claims for the cost of veterinary treatment for her dog. What happened On 18 March 2022 Mrs F’s dog, who I’ll refer to as “R”,... (4 pages)View decision -
Decision Reference DRN-4000581
7 Mar 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4000581 The complaint Mrs C complains about Casualty & General Insurance Company (Europe) Ltd (“CGI”) and the way they’ve settled the claims she made on her pet insurance policy. What happened Mrs C held a pet insurance policy, underwritten by CGI to cover her dog, who I’ll refer t... (6 pages)View decision -
Decision Reference DRN-4006254
7 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4006254 The complaint Mr H complains about the delay and the level of income tax deducted by ReAssure Limited (“ReAssure”) in connection with money withdrawn from his two personal pension plans (“PPPs”). He says that the delay and deduction of excessive income tax has caused him to suf... (5 pages)View decision -
Decision Reference DRN-4006709
7 Mar 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4006709 The complaint This complaint is about a buy-to-let (BTL) mortgage portfolio Mrs and Mr B used to hold with The Mortgage Works (TMW). Mrs and Mr B are unhappy with how TMW dealt with their attempts to change from having a single mortgage covering their entire mortgage portfolio ... (4 pages)View decision -
Decision Reference DRN-3944733
7 Mar 2023 National Westminster Bank Plc UpheldInsuranceDRN-3944733 The complaint This complaint about National Westminster Bank Plc (NatWest) has been brought on behalf of Mrs M and the estate of Mr M. Mrs M and the estate of Mr M are represented by Ms M. The complaint before me is that NatWest did not calculate fair compensation after it mis-... (2 pages)View decision
