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-3920740
2 Feb 2023 Origen Financial Services Limited UpheldPensions and AnnuitiesDRN-3920740 The complaint Mrs B says Origen Financial Services Limited (OFS) was responsible for failing to execute the advice it gave her to transfer her pension provisions into a Self-invested Personal Pension (SIPP), purchase a fixed term annuity and invest residual funds according to h... (8 pages)View decision -
Decision Reference DRN-3821884
2 Feb 2023 U K Insurance Limited UpheldConsumer CreditDRN-3821884 The complaint Mr N is complaining that U K Insurance Limited (UKI) has recorded a default marker on his credit file. What happened Mr N took out a buildings and contents insurance policy with UKI. He was introduced to the policy by his bank’s relationship bank manager. During a... (2 pages)View decision -
Decision Reference DRN-3837205
1 Feb 2023 Union Reiseversicherung AG UpheldInsuranceDRN-3837205 The complaint Ms R has complained that Union Reiseversicherung AG hasn’t settled a hospital bill under her travel insurance policy, and that the matter has caused her distress. What happened The facts are well known to the parties and are not in dispute. In summary in May 2019 ... (3 pages)View decision -
Decision Reference DRN-3904237
1 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3904237 The complaint Mr M has complained about the way that National Westminster Bank Plc handled his direct debit indemnity claims (DDICs). What happened Mr M contacted Nat West asking it to recredit him with money paid from his account by direct debit to a number of different compan... (2 pages)View decision -
Decision Reference DRN-3651267
1 Feb 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3651267 The complaint Miss S complains about the way The Royal Bank of Scotland Plc managed a loan she took out in 2011. What happened In November 2011, Miss S took out an RBS business loan for £30,000, which was due to be repaid over 120 months. RBS told Miss S she had missed loan rep... (4 pages)View decision -
Decision Reference DRN-3940663
1 Feb 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3940663 The complaint Ms P complains about the way AA Underwriting Insurance Company Limited (AAUICL) handled a claim she had following an accident. What happened Ms P has an insurance policy which she bought through a broker (AAISL). The policy was set up a... (3 pages)View decision -
Decision Reference DRN-3940667
1 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3940667 The complaint Mrs C complains AXA Insurance UK Plc unfairly declined her Buildings Insurance claim. Mrs C is being represented in her complaint by Mr L. All references to AXA also include its appointed agents. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-3871161
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3871161 The complaint Mr M complains about the service he received from British Gas Insurance Limited following an engineer visit to his home. He’s also unhappy with the way in which his claim for damage resulting from repairs that were undertaken by the engineer has been dealt with. W... (5 pages)View decision -
Decision Reference DRN-3893553
1 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3893553 The complaint Mr H complains that National Westminster Bank Plc (NatWest) delayed adding his daughter to his account and ignored his preferred method of communication. What happened In August 2022 Mr H asked NatWest to add his daughter to his Select Account. He said he attempte... (3 pages)View decision -
Decision Reference DRN-3820778
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3820778 The complaint Miss D complains that Barclays Bank UK PLC failed to process her international payment instruction. What happened In April 2022, Miss D made an international payment of £9,000 to her account in Cyprus. However in May, she noticed that the payment hadn’t been recei... (3 pages)View decision