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 360264 results
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Decision Reference DRN-4751399
19 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4751399 The complaint Mr H has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (‘Options’). Mr H transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr H’s co... (24 pages)View decision -
Decision Reference DRN-4714735
19 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4714735 The complaint Miss B complains about British Gas Insurance Limited’s handling of her HomeCare claims. What happened Miss B holds a HomeCare policy with British Gas. She made several claims from March 2023 for issues at her property, including leaks. British Gas’s engineers atte... (3 pages)View decision -
Decision Reference DRN-4618483
19 Apr 2024 Willis Owen Limited UpheldInvestmentsDRN-4618483 The complaint Mrs T and Ms M, the executors of the estate of X, complain about information provided by Willis Owen Limited (Willis Owen) in respect of two investments within that estate: a Stocks and Shares Individual Savings Account (ISA) and a General Investment Account (GIA)... (13 pages)View decision -
Decision Reference DRN-4703333
19 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4703333 The complaint Mr P complains that National Westminster Bank Plc (NatWest) did not refund the £75,000 he lost to a scam. What happened Mr P was approached by an acquaintance, who was the director of a seemingly successful property company, with an investment opportunity. Eventua... (3 pages)View decision -
Decision Reference DRN-4751128
19 Apr 2024 National Westminster Bank Plc UpheldMortgagesDRN-4751128 The complaint Mr and Mrs O complain that when they took a payment holiday on their mortgage, National Westminster Bank Plc did not give them clear and fair information about it would work. As a result, they ended up in arrears on their mortgage, experienced financial difficulty... (9 pages)View decision -
Decision Reference DRN-4505024
19 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4505024 The complaint Mr P complains that Starling Bank Limited did not refund a series of payments he lost to a scam. What happened Mr P received a phone call from an individual claiming to be from Starling who I’ll call ‘X’. X explained that Mr P’s account details were being used to ... (5 pages)View decision -
Decision Reference DRN-4751443
19 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4751443 The complaint A company, which I will refer to as J, complains that after its account was transferred to another bank, Barclays Bank UK Plc did not give it appropriate access to previous statements. It also complains that the communications for Barclays’ Know Your Customer (KYC... (3 pages)View decision -
Decision Reference DRN-4751333
19 Apr 2024 Vitality Life Limited UpheldInsuranceDRN-4751333 The complaint Mrs O is unhappy with the way in which Vitality Life Limited handled a claim made for the serious illness benefit under an “essentials plan” which included life and serious illness cover (‘the plan’). That includes its decision to retrospectively add an exclusion,... (6 pages)View decision -
Decision Reference DRN-4749499
19 Apr 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4749499 The complaint Mrs K complains about the settlement paid by AXA PPP Healthcare Limited for a claim made under a private medical insurance policy. She’s also unhappy about AXA’s decision to turn down a later claim. What happened Mrs K is covered under her employer’s group private... (4 pages)View decision -
Decision Reference DRN-4747912
19 Apr 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-4747912 The complaint Mr R has complained about Marshmallow Insurance Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr R made a claim under his motor insurance policy and his car... (2 pages)View decision
