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 125267 results
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Decision Reference DRN-3804897
3 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3804897 The complaint Mrs F and X complain about QIC Europe Limited (QIC) who declined their claim under their home insurance policy. What happened Following a named storm, Mrs F and X contacted QIC as there was damage caused to their polytunnel and various external parts of their prop... (4 pages)View decision -
Decision Reference DRN-3869560
3 Jan 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3869560 The complaint Mr R complains that Shawbrook Bank Limited rejected his claim under Section 75 of the Consumer Credit Act (“the Act”). What happened In 2015, Mr R purchased a solar panel system (“the system”) from a supplier, which I’ll call “P”, which was installed at his shared... (3 pages)View decision -
Decision Reference DRN-3869130
3 Jan 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3869130 The complaint Mr A has complained about Watford Insurance Company Europe Limited. He isn’t happy about the way it cancelled his car insurance policy. For ease of reading I have just referred to Mr A in this decision even though his complaint has been advanced by his representat... (3 pages)View decision -
Decision Reference DRN-3843088
3 Jan 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3843088 The complaint Mr M complains that American Express Services Europe Limited won’t refund a payment made on his credit card for a hotel stay. What happened In October 2020 Mr M paid a travel agent £372.24 to stay in a hotel abroad in November 2020 using his American Express Servi... (3 pages)View decision -
Decision Reference DRN-3849163
3 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3849163 The complaint Mr G complains that U K Insurance Limited (UKI) wouldn’t replace his car’s windscreen with a manufacturer’s original after he made a claim on his motor insurance policy. What happened Mr G made a claim for a windscreen replacement and he expected a like for like r... (2 pages)View decision -
Decision Reference DRN-3861227
3 Jan 2023 National Westminster Bank Plc UpheldMortgagesDRN-3861227 The complaint Miss J complains that her mortgage offer from National Westminster Bank Plc was withdrawn when NatWest decided the ground rent on the property she was buying was excessive. Miss J said NatWest knew this from the start, so shouldn’t have made an offer. What happene... (3 pages)View decision -
Decision Reference DRN-3877081
3 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3877081 The complaint Mr and Mrs S complain that Barclays Bank UK PLC made an international transfer in Euros instead of British Pounds Sterling (GBP) which resulted in a lower amount being sent. What happened Mr S says that he attempted to make a transfer of £40,000 to an overseas acc... (4 pages)View decision -
Decision Reference DRN-3875116
3 Jan 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-3875116 The complaint Mr and Mrs S complained that Barclays Bank UK PLC provided unsuitable investment advice in 1996 when it recommended them to invest £20,000 in a portfolio that was too risky for them. Mr and Mrs S are represented in this matter by a claims management company. What ... (7 pages)View decision -
Decision Reference DRN-3851788
3 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3851788 The complaint Mrs F complains that Admiral insurance (Gibraltar) Limited have declined cover for her claim under her household emergency policy for repairing a gas leak. What happened Mrs F holds a home emergency policy with Admiral. In April 2022 Mrs F had a gas leak in her pr... (3 pages)View decision -
Decision Reference DRN-3261670
3 Jan 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3261670 The complaint Mr G complains about the advice given by Niche Independent Financial Advisers Limited (‘Niche’) 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... (10 pages)View decision
