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 367928 results
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Decision Reference DRN-4665537
28 Mar 2024 Accelerant Insurance Limited Not upheldInsuranceDRN-4665537 The complaint R’s complaint is about a claim it made on its Accelerant Insurance Limited business protection insurance policy, following damage to one of its shops. R says Accelerant treated it unfairly. In this decision all references to Accelerant include their claims handler... (3 pages)View decision -
Decision Reference DRN-4679900
28 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4679900 The complaint Ms A has complained that AWP P&C SA (‘AWP’) unfairly declined her claim after it provided her with incorrect advice and guidance during a phone call. All reference to AWP includes any agents acting on its behalf. What happened Ms A had a travel insurance polic... (2 pages)View decision -
Decision Reference DRN-4430220
28 Mar 2024 JM Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-4430220 The complaint Mr K has complained about the advice he was given by JM Independent Financial Advisers Ltd to transfer his personal pension to another pension provider. He says the funds recommended in the new pension weren’t in line with his attitude towards risk. He also says t... (7 pages)View decision -
Decision Reference DRN-4479414
28 Mar 2024 Coventry Building Society Not upheldMortgagesDRN-4479414 The complaint Mr W and Ms S’ complaint about Coventry Building Society (CBS) relates to their application to port a mortgage from one property to another. CBS initially agreed but then declined the application when it learned that in the circumstances of Mr W and Ms S’ applicat... (3 pages)View decision -
Decision Reference DRN-4699059
28 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4699059 The complaint Mr M has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) failed to provide him with proper assistance when he suffered an injury abroad. All reference to Admiral includes any agents acting on its behalf. What happened Mr M had a travel insurance ... (3 pages)View decision -
Decision Reference DRN-4452583
28 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4452583 The complaint Mr A complains that MBNA Limited (“MBNA”) closed his credit card account without providing him with sufficient notice. He’s also unhappy that he hasn’t received a response to his Subject Access Request. What happened Mr A held a credit card account with MBNA. In M... (2 pages)View decision -
Decision Reference DRN-4564843
28 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4564843 The complaint Mr H complains that he was mis-sold a holiday club product and the loan used to pay for it. The loan was provided by Clydesdale Financial Services Limited, which trades as Barclays Partner Finance and which I’ll refer to as “BPF”. Mr H is represented by a claims m... (4 pages)View decision -
Decision Reference DRN-4579757
28 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4579757 The complaint Mr W complains that PayPal (Europe) Sarl et Cie SCA did not refund a series of payments he says he did not authorise. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr W says his... (3 pages)View decision -
Decision Reference DRN-4703528
28 Mar 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4703528 The complaint Ms W’s complaint is about the refusal of a claim by Red Sands Insurance Company (Europe) Limited under her pet insurance policy. What happened Ms W took out the pet insurance policy with Red Sands in July 2019. The policy provides cover for various illnesses and i... (3 pages)View decision -
Decision Reference DRN-4642522
28 Mar 2024 ReAssure Limited UpheldInvestmentsDRN-4642522 The complaint Mrs A complains about the very poor service she has received from ReAssure Limited since late 2021. In order to put matters right, Mrs A wants ReAssure to put her in the position she would now be in, but for its errors and poor service, and to compensate her for t... (7 pages)View decision
