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 369227 results
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Decision Reference DRN-5252622
10 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5252622 The complaint Mr H is complaining about American Express Services Europe Limited (Amex) because he says it closed his credit card account without making it clear it was going to do so. What happened Mr H had a credit card account with Amex and regular account statements were... (3 pages)View decision -
Decision Reference DRN-5145893
10 Jan 2025 American International Group UK Limited Not upheldInsuranceDRN-5145893 The complaint Mr S complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (“AIG”) declined a claim for alterations to be made to his home following him being diagnosed with a serious disability. What happened Mr S had a home insurance policy with AIG covering his household b... (3 pages)View decision -
Decision Reference DRN-5080324
10 Jan 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5080324 The complaint Mr K says he experienced disruption to his investment process when trying to undertake transactions through Financial Administration Services Limited’s (FASL) online platform in respect of his Self-invested Personal Pension (SIPP). He says he didn’t receive con... (5 pages)View decision -
Decision Reference DRN-5211822
10 Jan 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5211822 The complaint Mr H has complained about his commercial property insurer Watford Insurance Company Europe Limited because it has declined his claim for damage to his roof. What happened Mr H had a report from his tenant of a large damp patch on the bathroom ceiling. He made ... (3 pages)View decision -
Decision Reference DRN-5121515
10 Jan 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5121515 The complaint Mrs C says when she tried to undertake transactions through Financial Administration Services Limited’s (FASL) online platform in respect of her Self-invested Personal Pension (SIPP), she didn’t receive confirmation of the trades as was usually the case. Despit... (5 pages)View decision -
Decision Reference DRN-5082730
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5082730 The complaint Mr G complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP scam). What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summa... (3 pages)View decision -
Decision Reference DRN-5246520
10 Jan 2025 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5246520 The complaint Mrs T’s complaint is about the proceeds of a life assurance policy she and her ex-husband had with Scottish Friendly Assurance Society Limited being incorrectly paid to a mortgage lender. The policy was taken out with Manulife in 1992 and subsequently transferr... (3 pages)View decision -
Decision Reference DRN-5246649
10 Jan 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246649 The complaint Mrs T’s complaint is that National Westminster Bank Plc (NatWest) incorrectly claimed money from a life assurance policy that should have been paid to her and used that money to reduce a mortgage that was not in Mrs T’s name. What happened In 1992 Mrs T and her... (5 pages)View decision -
Decision Reference DRN-5250580
9 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5250580 The complaint Mrs B is unhappy with how Ageas Insurance Limited dealt with a claim she made on her buildings insurance policy. This complaint has been referred to us by a representative of Mrs B. I’ll refer to all comments of the representative as though they were made by M... (5 pages)View decision -
Decision Reference DRN-4587532
9 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4587532 The complaint Miss K complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in an investment scam. What happened What Miss K says: Miss K was looking for new ways to make income to give her more financial freedom for herself and her two children – both of whom a... (4 pages)View decision
