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 120469 results
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Decision Reference DRN-3618176
27 Jul 2022 Carcashpoint Limited UpheldConsumer CreditDRN-3618176 The complaint Miss M has complained that CarCashPoint Limited (“CCP”) was irresponsible to have agreed credit for her. What happened CCP provided Miss M with a loan of £530 in January 2019. The total amount of £2,438 including interest and charges was to be repaid in 36 monthly... (5 pages)View decision -
Decision Reference DRN-3492317
27 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3492317 The complaint Mr N complains about Admiral Insurance Company Limited’s handling of his claim when he required assistance after an accident, under his roadside assistance policy. What happened In March 2021 Mr N was involved in an accident when driving his car. He contacted Admi... (3 pages)View decision -
Decision Reference DRN-3430461
27 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3430461 The complaint Miss L complains that National Westminster Bank plc blocked her current account. What happened Miss L banked with NatWest, where she had a current account and a loan. In October 2020, someone paid £2,000 into Miss L’s loan account. A few days later, NatWest receiv... (3 pages)View decision -
Decision Reference DRN-3614014
27 Jul 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3614014 The complaint Mr D complains about how Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. dealt with a claim against his travel insurance policy. Reference to Mapfre includes its agents. What happened The details of this complaint are well known to both par... (6 pages)View decision -
Decision Reference DRN-3611892
27 Jul 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3611892 The complaint In August 2020 Ms W instructed Legal & General (‘L&G’) to conduct fund switches in her Self-Invested Personal Pension (‘SIPP’) and then she requested a transfer of the SIPP to a new provider; both tasks were delayed by the effects of a change of business a... (9 pages)View decision -
Decision Reference DRN-3611894
27 Jul 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3611894 The complaint In August 2020 Mr W instructed Legal & General (‘L&G’) to conduct fund switches in his Self-Invested Personal Pension (‘SIPP’) and then he requested a transfer of the SIPP to a new provider; both tasks were delayed by the effects of a change of business at... (9 pages)View decision -
Decision Reference DRN-3389034
27 Jul 2022 Ageas Insurance Limited UpheldInsuranceDRN-3389034 The complaint Mr R and Mrs R complain about Ageas Insurance Limited (“Ageas”) for the way it handled a claim for a leak in their home. They want compensation for the distress and inconvenience they experienced. What happened Mr R and Mrs R own a flat in the top floor of a build... (2 pages)View decision -
Decision Reference DRN-3567550
27 Jul 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3567550 The complaint Mr H says John Lewis Financial Services Limited has treated him unfairly in relation to transactions on his credit card which paid for a package holiday abroad. What happened In May 2019 Mr H booked a package holiday with a company I’ll call Firm G. He made two pa... (3 pages)View decision -
Decision Reference DRN-3420076
27 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3420076 The complaint Mr A complains about the advice Portal Financial Services LLP (‘Portal’) gave to him concerning transferring the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable an... (8 pages)View decision -
Decision Reference DRN-3615986
27 Jul 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3615986 The complaint Mr B complains that Citibank UK Limited won’t go back to the way it used to authenticate him. What happened Mr B says he feels he’s been forced to open an account elsewhere and is unhappy with the inconvenience of having to transfer money into an alternative acco... (2 pages)View decision
