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-3936735
3 Feb 2023 Kingsway Insurance Services Ltd UpheldInsuranceDRN-3936735 The complaint Mrs M has complained about Kingsway Insurance Services Ltd (KIS). She isn’t happy about the way it sold her a commercial property insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mrs M re... (5 pages)View decision -
Decision Reference DRN-3862338
3 Feb 2023 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-3862338 The complaint Mr and Mrs J complain that Ecclesiastical Insurance Office Plc declined a claim on their home insurance for damage to a glass patio door. Ecclesiastical are the underwriters of this policy (the insurer). Part of this complaint concerns the actions of its supplier.... (4 pages)View decision -
Decision Reference DRN-3866660
3 Feb 2023 Society of Lloyd's UpheldInsuranceDRN-3866660 The complaint S complains about the way the Society of Lloyd's (Lloyds) has handled a claim it made on its commercial motor insurance policy following an impact with a third party What happened In December 2020 S’s lorry was impacted by a third-party forklift (TP). Initial... (5 pages)View decision -
Decision Reference DRN-3944405
3 Feb 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3944405 The complaint In summary, Mr H has complained that Metro Bank Plc, returned an international payment that was made into his bank account with Metro. Mr H says the sender of the payment has now become insolvent and that he can’t recover the money that Metro returned. He wants M... (4 pages)View decision -
Decision Reference DRN-3884537
3 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3884537 The complaint Mrs J complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for a refund in respect of flights she paid for using her credit card which did not go ahead. What happened In September 2021 Mrs J booked return flights for her and her ... (4 pages)View decision -
Decision Reference DRN-3944817
3 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3944817 The complaint Mr U complains that National Westminster Bank Plc (“NatWest”) unfairly closed his account and recorded a default with credit reference agencies. What happened Mr U had a credit card with NatWest. As a result of financial difficulties caused by Covid-19, he called ... (4 pages)View decision -
Decision Reference DRN-3595352
3 Feb 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3595352 The complaint Mr D complains about the advice D C Financial Limited (DCFL) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension . He says the advice was unsuitable for him and believes this has caused a financial loss. ... (15 pages)View decision -
Decision Reference DRN-3811915
3 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3811915 The complaint Miss S has complained about her car insurer Ageas Insurance Limited because it cancelled her policy. What happened Miss S had a policy with Ageas which covered use of her car for the purpose of social, domestic and pleasure. She let carers for her son use the car ... (2 pages)View decision -
Decision Reference DRN-3941049
3 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3941049 The complaint Mr R complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to decline his claim to cover the full value of his watch under his home contents insurance. What happened The background to this complaint is well known to both parties, so I won’t ... (5 pages)View decision -
Decision Reference DRN-3942596
3 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3942596 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost in a scam. What happened What Mr K says Mr K saw an investment advert on a well-known social media platform. The company (F) offered investment services, describ... (7 pages)View decision
