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 352408 results
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Decision Reference DRN-5114896
20 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5114896 The complaint Mrs E’s complaint is about a claim she made on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy. Mrs E says she was treated unfairly. What happened Mrs E took out a pet insurance policy underwritten by Red Sands which started... (3 pages)View decision -
Decision Reference DRN-4819180
20 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819180 The complaint Mr N complains Admiral Insurance (Gibraltar) Limited hasn’t handled a claim against his home insurance policy fairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons ... (2 pages)View decision -
Decision Reference DRN-4998037
20 Nov 2024 Investec Wealth & Investment Limited UpheldPensions and AnnuitiesDRN-4998037 The complaint Mrs H complains about advice received from Investec Wealth & Investment Limited (Investec) to take out a Self-Invested Personal Pension (SIPP) with investments managed on a discretionary fund management basis (DFM). She says this was an inappropriate way ... (11 pages)View decision -
Decision Reference DRN-4641202
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4641202 The complaint Mr and Ms R complain that National Westminster Bank Plc (NatWest) didn’t do enough to protect them when they made a payment to an investment they now say is a scam. What happened Mr and Ms R made a payment of £20,000 in March 2018 to invest in an overseas prope... (2 pages)View decision -
Decision Reference DRN-4976714
20 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4976714 The complaint Mr and Mrs P are unhappy that National Westminster Bank Plc (“NatWest”) blocked and closed their account. What happened Mr and Mrs P had a joint account with NatWest. In May 2023 they discovered their account had been blocked and they were unable to use their ... (4 pages)View decision -
Decision Reference DRN-5087942
20 Nov 2024 BISL Limited Not upheldInsuranceDRN-5087942 The complaint Mr H has complained that BISL Limited has failed to assist him with a claim he wishes to make against a third party in relation to his car insurance policy. BISL is the administrator of the policy. Part of this complaint concerns the actions of the agents it u... (2 pages)View decision -
Decision Reference DRN-5014094
20 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5014094 The complaint X, a limited company, complains that Barclays Bank UK Plc unreasonably blocked their accounts without explanation. What happened The background to this complaint is well known to both parties, so I will only provide a brief summary here. On 8 August 2023 the ... (2 pages)View decision -
Decision Reference DRN-5160288
20 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5160288 The complaint Mrs L is complaining about MBNA Limited because she believes it reported incorrect information about the status of her account to the credit reference agencies (CRAs). What happened Mrs L has a credit card account with MBNA. In October 2022, she entered a Debt ... (2 pages)View decision -
Decision Reference DRN-5070265
20 Nov 2024 BISL Limited Not upheldInsuranceDRN-5070265 The complaint Mrs K complains about the way BISL Limited handled a claim she made on her motor insurance policy. What happened In March 2023 Mrs K’s car was involved in an accident, and she contacted BISL to make a claim through her motor insurance policy. Mrs K says BISL t... (2 pages)View decision -
Decision Reference DRN-5135807
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5135807 The complaint Mrs G is unhappy that Santander UK Plc won’t reverse a change of account that she instructed by mistake. What happened Mrs G had a Santander 123 account and wanted to compare the 123 account with a Santander Edge account, as Santander were offering Mrs G the op... (2 pages)View decision
