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 365917 results
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Decision Reference DRN-4880837
30 Sep 2024 Action 365 Ltd Not upheldInsuranceDRN-4880837 The complaint Mr B complained that Action 365 Ltd, his insurance broker, gave his new insurer incorrect information about his claims history on his motor insurance policy. What happened Mr B said that Action 365 were responsible for providing a No Claims Bonus (NCB) letter c... (2 pages)View decision -
Decision Reference DRN-4842766
30 Sep 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4842766 The complaint Mr W complains about the premium West Bay Insurance Plc quoted him for the renewal of his motor insurance policy. He’s also unhappy that it made errors in arriving at the quote and that it recorded claims as “multiple vehicle”. What happened Mr W’s policy with... (2 pages)View decision -
Decision Reference DRN-4848960
30 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4848960 The complaint Mrs M and Mr M complained to National Savings and Investments about issues they were experiencing when trying to log into their account and make a transaction. What happened Since December 2023, Mrs M and Mr M have been experiencing issues when trying to log in... (2 pages)View decision -
Decision Reference DRN-4843931
30 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4843931 The complaint Mrs S is unhappy that Ageas Insurance Limited (Ageas) cancelled her motor insurance policy. What happened Mrs S took out a motor insurance policy in June 2023. She said that she had purchased her car in June 2022. In July 2023 Ageas received notification that t... (3 pages)View decision -
Decision Reference DRN-5037561
30 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5037561 The complaint Mr F complains that American Express Services Europe Limited (‘AESL’) presented him with an offer online for which he did not qualify. What happened In June 2024 Mr F logged on to his online account with AESL and was presented with a pop up offering him the opp... (2 pages)View decision -
Decision Reference DRN-4902509
30 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4902509 The complaint Mr and Mrs S complain that Lloyds Bank PLC didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed background to this complaint is ... (4 pages)View decision -
Decision Reference DRN-4914695
30 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4914695 The complaint Mr H is complaining about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim he made on his car insurance policy. What happened In November 2023 Mr H was involved in a car accident. So he contacted Admiral to make a claim thr... (4 pages)View decision -
Decision Reference DRN-4977837
30 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4977837 The complaint Ms J has complained that Revolut Ltd didn’t do enough to prevent her falling victim to a scam when transferring money from her account. Ms J has been helped in bringing her complaint by a claims management company (CMC). For ease of reading, I will refer to any... (5 pages)View decision -
Decision Reference DRN-5032252
30 Sep 2024 Extracover Limited Not upheldInsuranceDRN-5032252 The complaint Miss H is unhappy with Extracover Limited trading as Zego’s (Zego) decision not to refund an administrative charge applied to her account. What happened Miss H held pay as you go (PAYG) insurance with Zego which was taken out in February 2024. The purpose of t... (2 pages)View decision -
Decision Reference DRN-5042999
30 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5042999 The complaint Mr N complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr N is being represented by a claims management company, however, for e... (7 pages)View decision
