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 364766 results
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Decision Reference DRN-4688265
18 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4688265 The complaint Mr P complains National Westminster Bank Plc recorded the incorrect default date on his credit file, and that they took too long to rectify their mistake. He says this mistake impacted his ability to get a more competitive mortgage rate. What happened The details ... (2 pages)View decision -
Decision Reference DRN-4533557
18 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4533557 The complaint Miss R complains about a decision by American Express Services Europe Limited trading as American Express (AESEL) to cancel her credit card. What happened Miss R is unhappy that AESEL placed a review on her credit card account and ultimately cancelled it. Miss R’s... (2 pages)View decision -
Decision Reference DRN-4630892
18 Mar 2024 ITI Capital Limited UpheldInvestmentsDRN-4630892 The complaint Mr R has complained about the service he has received from his broker, ITI Capital Limited (ITI). In particular, he is unhappy with the way they have handled his request to rematerialise some shares he holds through them. What happened Mr R says he had approximate... (2 pages)View decision -
Decision Reference DRN-4430073
18 Mar 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4430073 The complaint Mr M complains about difficulties he experienced using his credit card and the level of customer service provided by Lendable Ltd trading as Zable. What happened Mr M has a credit card account with Lendable. When he raised his complaint, Mr M detailed the followin... (3 pages)View decision -
Decision Reference DRN-4135468
18 Mar 2024 Sense Network Limited Not upheldInvestmentsDRN-4135468 The complaint Mr and Mrs S have complained about the suitability of the advice they were given in December 2021, to switch their portfolio over to Sense Network Limited’s management and the investment switches they were recommended. They have also complained that the advisor fe... (3 pages)View decision -
Decision Reference DRN-4685742
18 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4685742 The complaint Ms E and Mr S complain about the way that Great Lakes Insurance SE has settled a claim they made on a travel insurance policy. As Mr S brought the complaint to us, for ease, I’ve referred mainly to him. What happened Mr S was due to fly abroad in April 2023. Howev... (4 pages)View decision -
Decision Reference DRN-4673316
18 Mar 2024 QIC Europe Ltd Not upheldInsuranceDRN-4673316 The complaint Mr B complains about how QIC Europe Limited (QIC) calculated the settlement amount for two claims under his pet insurance policy for treatment of his dog. References to QIC include their agents who administer the policy. What happened Mr B had a pet insurance poli... (4 pages)View decision -
Decision Reference DRN-4644211
18 Mar 2024 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-4644211 The complaint Mr and Mrs W are unhappy that CIGNA Life Insurance Company of Europe SA-NV declined a claim and placed an exclusion on their private medical insurance policy. What happened Mr and Mrs W have a private medical insurance policy which they took out in 2018. In 2023 t... (4 pages)View decision -
Decision Reference DRN-4557650
18 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4557650 The complaint Mr E and Ms F are complaining about the way AXA Insurance UK Plc has handled a claim they made on their commercial property insurance policy. What happened In February 2022 Mr E and Ms F noticed some damp appearing on the walls of their property so they contacted ... (5 pages)View decision -
Decision Reference DRN-4670240
18 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4670240 The complaint Ms A complains that Aviva Life & Pensions UK Limited caused delays in transferring two pensions held elsewhere into her personal pension policy (PPP) held with Aviva. Ms A says Aviva delayed her plans to purchase an annuity with another provider, causing her a... (8 pages)View decision
