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
-
Decision Reference DRN-3877832
3 Jan 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3877832 The complaint Mrs M complains that National Savings and Investments (NSI) made an error when opening investment accounts. What happened In July 2021, Mrs M called NSI to invest £50,000. This was placed into a direct saver account. In May 2022, £30,000 was transferred into PSBs ... (3 pages)View decision -
Decision Reference DRN-3878083
3 Jan 2023 American Express Payment Services Limited UpheldBanking and PaymentsDRN-3878083 The complaint Mr A complains that American Express Payment Services Limited (Amex) failed to raise a dispute under section 75. What happened Mr A booked a hotel and paid using his Amex credit card. When he arrived at the hotel, it was closed, and Mr A had to book an alternative... (4 pages)View decision -
Decision Reference DRN-3807805
3 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3807805 The complaint O, a limited company, complains that Clydesdale Bank Plc trading as Virgin Money took too long to change its account resulting in additional charges and costs. What happened O had an existing fee-paying account with Clydesdale. It wanted to change this to a fee fr... (2 pages)View decision -
Decision Reference DRN-3851811
3 Jan 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3851811 The complaint Mr H and Mrs K complain about Assurant General Insurance Limited (AGI) and the service AGI provided when they made a claim on their Mobile Phone Insurance policy. Mrs K has acted as representative of Mr H’s during the complaint process. So, for ease of reference, ... (3 pages)View decision -
Decision Reference DRN-3789932
3 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3789932 The complaint Mrs M complains that NewDay Ltd (“NewDay”) got her account balance wrong and caused distress and inconvenience when pursuing her for a debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-3849014
3 Jan 2023 MCE Insurance Limited UpheldInsuranceDRN-3849014 The complaint Ms B has complained about MCE Insurance Limited. She isn’t happy about the cancellation fee it charged when she cancelled her motorbike insurance policy in the cooling off period. What happened Ms B took out insurance for her motorbike through her broker MCE. Ms B... (2 pages)View decision -
Decision Reference DRN-3733997
2 Jan 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3733997 The complaint Ms S complains that Legal and General Assurance Society Limited (‘L&G’) has unfairly refused her critical illness claim. What happened Ms S took out her policy in September 2011. It offers her both life and critical illness cover, with a sum assured of £20,758... (4 pages)View decision -
Decision Reference DRN-3811222
31 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3811222 The complaint Mr and Mrs C have complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined their claims for treatment of their dog on the ground that the conditions claimed for were pre-existing and are therefore excluded by their policy. W... (3 pages)View decision -
Decision Reference DRN-3877265
31 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3877265 The complaint Mr S complains National Westminster Bank Plc (NatWest) unfairly prevented him making a payment to purchase premium savings bonds, without offering him any alternative options. What happened Mr S says he attempted to make an online payment for £50,000 to purchase p... (3 pages)View decision -
Decision Reference DRN-3517329
30 Dec 2022 Watkin Davies Insurance Consultants Limited UpheldPensions and AnnuitiesDRN-3517329 The complaint Mr E complains about Watkin Davies Insurance Consultants Limited’s advice to switch his pension from Aviva to a self-invested personal pension (SIPP) with LV=. He says that his fund with Aviva was a top ten fund already. If he had been correctly advised to do noth... (6 pages)View decision