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 359539 results
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Decision Reference DRN-4826322
28 Jun 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4826322 The complaint Mr M complains about Ageas Insurance Limited’s (Ageas) handling of a motor claim under his Van Insurance policy. What happened Mr M took out a Van Insurance policy. In December 2023 Mr M made a claim following an incident he was involved in. Mr M said he was in th... (3 pages)View decision -
Decision Reference DRN-4749988
28 Jun 2024 WPS ADVISORY Ltd Not upheldPensions and AnnuitiesDRN-4749988 The complaint Mr A complained that WPS ADVISORY Ltd (WPS) has refused to set up a fixed term annuity for him to take his pension benefits, despite initially recommending it to him. He would like WPS to accept a disclaimer from him to allow the annuity to be set up. What happene... (3 pages)View decision -
Decision Reference DRN-4796850
28 Jun 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4796850 The complaint A limited company, which I will refer to as W, complains about the decision of Accelerant Insurance Europe SA/NV to avoid its commercial insurance policy and decline the claim it had made. What happened The following is intended only as a brief summary of events. ... (4 pages)View decision -
Decision Reference DRN-4678466
28 Jun 2024 WorldRemit Ltd Not upheldBanking and PaymentsDRN-4678466 The complaint Mr D complains that WorldRemit Ltd closed his account and did not properly apply rewards he had earned under its Refer a Friend scheme. What happened In or around 2018 Mr D opened an account with WorldRemit, which provides money transfer services. Those services i... (2 pages)View decision -
Decision Reference DRN-4770305
28 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4770305 The complaint Mr and Mrs A complain about how Accredited Insurance (Europe) Ltd handled an escape of water claim they made on their home insurance policy. Reference to Accredited includes its agents. What happened Mr and Mrs A hold a home insurance policy with Accredited. When ... (3 pages)View decision -
Decision Reference DRN-4863029
28 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4863029 The complaint Miss F and Mrs F complain that Santander UK Plc should do more to locate funds held in an historic account. The account was previously held with another financial business that is now merged with Santander. To keep things simpler, as Santander is responsible for d... (4 pages)View decision -
Decision Reference DRN-4211541
28 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4211541 The complaint Mr H complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (47 pages)View decision -
Decision Reference DRN-4878890
28 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4878890 The complaint Mr D complains HSBC UK Bank Plc are refusing to refund him £4,585.93 which he says was fraudulently withdrawn from his HSBC account. What happened I sent the parties a provisional decision in June 2024, in which I set out the following background information to th... (4 pages)View decision -
Decision Reference DRN-4738541
28 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4738541 Complaint Mr G is unhappy that Santander UK Plc didn’t reimburse him after he fell victim to an investment scam. Background In 2017, Mr G was contacted by someone who claimed to represent a firm which offered him an investment opportunity. He was persuaded to transfer his money... (3 pages)View decision -
Decision Reference DRN-4621602
28 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4621602 The complaint Mr W complains that National Westminster Bank Plc (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The back... (3 pages)View decision
