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 128312 results
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Decision Reference DRN-3981108
2 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3981108 The complaint Mrs D is unhappy that AA Underwriting Insurance Company Limited (AA) declined a claim she made under her home insurance policy. What happened Mrs D has explained that on 31 January 2022, a water storage tank in the loft of her property failed. She said that water ... (3 pages)View decision -
Decision Reference DRN-3305706
2 Mar 2023 Openwork Limited UpheldPensions and AnnuitiesDRN-3305706 The complaint Mr L complains about the service he received from Openwork Limited (“Openwork”) when transferring the proceeds of his Occupational Pension Scheme (“OPS”) pension to a Personal Pension Plan (PPP). He’d like compensation for what happened. What happened In early Jul... (6 pages)View decision -
Decision Reference DRN-3880810
1 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3880810 The complaint Mr S complains National Westminster Bank Plc (“NatWest”) closed his accounts with immediate effect and gave no explanation. He adds this has caused him financial loss, adverse impact to his credit rating, and substantive distress and inconvenience – including seve... (6 pages)View decision -
Decision Reference DRN-3996300
1 Mar 2023 The Shepherds Friendly Society Limited UpheldInsuranceDRN-3996300 The complaint Mr R complained that The Shepherds Friendly Society Limited declined to meet a claim under his income protection policy. What happened The facts are well known to the parties and not in dispute, so I won’t repeat them in detail here. In summary Mr R made a claim u... (3 pages)View decision -
Decision Reference DRN-3996821
1 Mar 2023 Vodafone Limited UpheldConsumer CreditDRN-3996821 The complaint Mr Y has complained Vodafone Limited has added late payment markers to his credit record although he never took out the agreement for a mobile device. What happened In July 2021 an order was placed for a mobile device in Mr Y’s name and home address. The device wa... (3 pages)View decision -
Decision Reference DRN-3898486
1 Mar 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3898486 The complaint Mr R complains about the way in which Clydesdale Bank Plc, trading as Virgin Money, administered his credit card account. He’s also unhappy that his account defaulted. What happened The circumstances of this complaint are well known to both parties, so I’ll only i... (4 pages)View decision -
Decision Reference DRN-3855534
1 Mar 2023 Moorwand Ltd UpheldBanking and PaymentsDRN-3855534 The complaint Miss I is complaining that Moorwand Ltd cancelled her prepaid “virtual card programme”. What happened In June 2021 Miss I bought an electronic ring – through a company who I shall refer to as K – which enabled her to add prepaid money onto the ring to make contact... (3 pages)View decision -
Decision Reference DRN-3993511
1 Mar 2023 Premier Insurance Company Limited UpheldInsuranceDRN-3993511 The complaint Ms R has complained about the poor service and delays Premier Insurance Company Limited caused when she made a claim under her car insurance policy. What happened Ms R was involved in an incident with another vehicle in May 2021. She complained to Premier about th... (3 pages)View decision -
Decision Reference DRN-3863091
1 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3863091 The complaint Mr M’s complaint is about a claim he made on his QIC Europe Ltd legal expenses insurance policy. Mr M says QIC unreasonably declined his claim and treated him unfairly. All references to QIC include their claims handlers. What happened Mr M made a claim on his QIC... (4 pages)View decision -
Decision Reference DRN-3994207
1 Mar 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3994207 The complaint Miss R complains that National Savings and Investments (NSI) wouldn’t allow her access to her joint account savings. What happened Miss R held a joint savings account in the name of herself and her husband. But Miss R didn’t take her husband’s surname when they ma... (4 pages)View decision