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 361839 results
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Decision Reference DRN-4817040
24 May 2024 Andrew Smith UpheldInsuranceDRN-4817040 The complaint Mrs W is unhappy with how Andrew Smith assisted her in respect of a claim she made under her home insurance policy. She says it’s responsible for inadequate repairs to her garage. The loss assessor Mrs W instructed was an appointed representative of Andrew Smith, ... (11 pages)View decision -
Decision Reference DRN-4811269
24 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4811269 The complaint Mr W opened a self-invested personal pension (“SIPP”) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr W transferred his existing personal pensions to the SIPP to invest in ABC Bonds and Best Group Car Parks (“BGCP”). Mr W’s complain... (20 pages)View decision -
Decision Reference DRN-4814312
24 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4814312 The complaint Mr F complains about Zurich Insurance PLC’s handling of a claim made under a block buildings insurance policy. What happened Mr F is a leaseholder of a flat, which is covered by a block buildings insurance policy underwritten by Zurich. As the block policy covers ... (4 pages)View decision -
Decision Reference DRN-4813525
24 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4813525 The complaint Miss R has complained through a representative that Loans 2 Go Limited (“L2G”) didn’t conduct sufficient affordability checks before it lent to her. What happened L2G provided Miss R with an 18-month instalment loan of £680 on 2 December 2023. Miss R’s monthly con... (4 pages)View decision -
Decision Reference DRN-4816799
24 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4816799 The complaint Mr M complains that National Westminster Bank Plc restricted and then closed his account without notice and without a valid reason. What happened Mr M held a current account with NatWest. Following a review of the account, the bank decided to close it. It wrote to... (2 pages)View decision -
Decision Reference DRN-4813560
24 May 2024 Covea Insurance plc UpheldInsuranceDRN-4813560 The complaint Mrs M complains that Covea Insurance plc unfairly voided her landlord insurance policy as it said she hadn’t given a fair presentation of the risk at inception. What happened In March 2022, Mr P – on Mrs M’s behalf – took out a landlord insurance policy for a prop... (3 pages)View decision -
Decision Reference DRN-4816688
24 May 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4816688 The complaint Mr K complains that eToro didn’t pay him the correct entitlements when it sold his shares following a corporate action. He complains this caused him a financial loss for which he believes he is entitled to compensation. What happened Mr K held shares in Whiting Pe... (10 pages)View decision -
Decision Reference DRN-4815072
24 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4815072 The complaint Miss D complains that HSBC UK Bank Plc trading as first direct wouldn't allow her to raise a payment dispute without speaking to her further on the phone. What happened The details of this complaint are well known to both parties. But I've summarised the... (5 pages)View decision -
Decision Reference DRN-4815808
24 May 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4815808 The complaint Miss G complains that Great Lakes Insurance SE hasn’t fully settled a medical expenses claim she made on a travel insurance policy. What happened Miss G (and Mr A) held an annual travel insurance policy. In early January 2022, they flew to a country I’ll call T an... (4 pages)View decision -
Decision Reference DRN-4812507
24 May 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4812507 The complaint Miss H says Vanquis Bank Limited irresponsibly lent to her. What happened Miss H applied for a credit card from Vanquis in July 2018. Her application was accepted and Vanquis gave her a £1,000 credit limit. It increased this to £2,500 in October 2019 and to £3,750... (3 pages)View decision
