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-4566034
27 Feb 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4566034 The complaint Mrs B is unhappy that Legal and General Assurance Society Limited declined a claim made on her income protection policy. She’s also unhappy with the service she received when handling her claim. What happened Mrs B had the benefit of an income protection insurance... (3 pages)View decision -
Decision Reference DRN-4592897
27 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4592897 The complaint H, a company, complains that Barclays Bank UK Plc were unreasonable in declining to refund transactions from their account they say they didn’t agree to. They’d like the money refunded. What happened H is represented by the two partners in the company, Mr S and Mr... (3 pages)View decision -
Decision Reference DRN-4647308
27 Feb 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4647308 The complaint Mr E has complained to us about an error made by Fund Ourselves Limited (“Fund Ourselves”) when it incorrectly reported payments as having been made late on his credit file. What happened Mr E took out a loan with Fund Ourselves in February 2019. He is unhappy tha... (2 pages)View decision -
Decision Reference DRN-4647097
27 Feb 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4647097 The complaint Mr and Mrs S are unhappy that Chaucer Insurance Company Designated Activity Company hasn’t accepted all claims made under their travel insurance policy (the policy). What happened Mr and Mrs S travelled abroad with their daughter. Whilst away, Mr S became unwell w... (5 pages)View decision -
Decision Reference DRN-4362809
27 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4362809 The complaint Ms H complains that Revolut Ltd (“Revolut”) won’t refund over £150,000 she lost to an investment scam beginning in May 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms H... (3 pages)View decision -
Decision Reference DRN-4645234
27 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4645234 The complaint Mr G is unhappy with the way The Co-Operative Bank Plc (Co-Op) dealt with the transaction when he asked his wife to deposit cash into his savings account. What happened Mr G said he filled out a paying in slip with his details and gave it to his wife to deposit ca... (4 pages)View decision -
Decision Reference DRN-4647265
27 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4647265 The complaint Mr R is unhappy with the service he received from Scottish Widows Limited (Scottish Widows) in the handling of the transfer of his pension plan (PP). What happened In May 2023 Mr R contacted Scottish Widows as he wanted to take a tax-free cash (TFC) payment and tr... (3 pages)View decision -
Decision Reference DRN-4590449
27 Feb 2024 Legal & General Home Finance Limited Not upheldMortgagesDRN-4590449 The complaint Mr M complains that Legal & General Home Finance Limited didn’t inform him he hadn’t been making payments on his mortgage after his bank cancelled his direct debit in error. What happened Mr M applied for and took out a lifetime mortgage with L&G in late 2... (2 pages)View decision -
Decision Reference DRN-4600144
27 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4600144 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) cancelled his insurance policy with immediate effect. What happened Mr B bought a car insurance policy from Admiral starting on 3 August 2023. On 10 August Admiral wrote and emailed him saying i... (2 pages)View decision -
Decision Reference DRN-4309975
27 Feb 2024 Hansford Bell Financial Planning Ltd Not upheldMortgagesDRN-4309975 The complaint Mr and Mrs C complain about remortgage advice they received from Hansford Bell Financial Planning Ltd (“HBF”). They said HBF didn’t do enough to uncover problems with Mrs C’s credit file, and by the time these were found, it was too late to do anything about them.... (4 pages)View decision
