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 370149 results
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Decision Reference DRN-5001828
29 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5001828 The complaint A limited company, which I will refer to as R, complains about the decision of Red Sands Insurance Company (Europe) Limited in relation to its Guaranteed Asset Protection (GAP) insurance claim. R also complains about the handling of this claim. What happened Th... (3 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN-4989476
29 Oct 2024 National Westminster Bank Plc UpheldPensions and AnnuitiesDRN-4989476 The complaint Mrs R has complained that National Westminster Bank Plc gave her unsuitable advice to switch out of her St James’s Place retirement account into an Embark Self Invested Personal Pension (SIPP). What happened The investigator who considered this matter set out t... (10 pages)View decision -
Decision Reference DRN-4989357
29 Oct 2024 National Westminster Bank Plc UpheldPensions and AnnuitiesDRN-4989357 The complaint X has complained that National Westminster Bank Plc gave him unsuitable advice to switch out of his St James’s Place retirement account into an Embark Self Invested Personal Pension (SIPP). What happened The investigator who considered this matter set out the b... (10 pages)View decision -
Decision Reference DRN-5112513
29 Oct 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5112513 The complaint Mr B was unhappy with how the cancellation on his car policy was communicated by West Bay Insurance Plc (“West Bay”). Mr B had representation on his complaint, but for ease and simplicity, I’ll only refer to Mr B. What happened West Bay had reason to cancel Mr ... (3 pages)View decision -
Decision Reference DRN-5024719
29 Oct 2024 Bluestone Mortgages Limited Not upheldMortgagesDRN-5024719 The complaint Mr O complains that the terms of his buy to let mortgage with Bluestone Mortgages Limited are not what he wanted. What happened Mr O applied to Bluestone for a buy to let mortgage via a broker in mid-2023. The application was for a repayment mortgage with a two... (2 pages)View decision -
Decision Reference DRN-4691415
29 Oct 2024 Equiniti Financial Services Limited UpheldInvestmentsDRN-4691415 The complaint Mr P complained about Equiniti Financial Services Limited (Equiniti). He said he sold shares held with Equiniti, but he had to wait around two weeks before he knew where the funds from the sale of his shares were. Mr P said Equiniti has caused him distress and... (3 pages)View decision -
Decision Reference DRN-5032336
29 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5032336 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a claim made under his motor insurance policy. Any references to Admiral include its agents. What happened Mr A says he was involved in an accident with a third party. They exc... (2 pages)View decision -
Decision Reference DRN-5112406
29 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5112406 The complaint Mr and Mrs H complained that their claim for storm damage was unfairly declined by Royal & Sun Alliance Insurance Limited (“RSA”) under their home insurance policy. What happened Mr and Mrs H explained that on 10 January very strong winds “ripped apart” som... (4 pages)View decision -
Decision Reference DRN-5088831
29 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5088831 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (20 pages)View decision
