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 364422 results
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Decision Reference DRN-5210313
13 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5210313 The complaint Mr K, who is represented, is unhappy that Revolut Ltd won’t reimburse him funds he lost after falling victim to a job fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr K received a... (6 pages)View decision -
Decision Reference DRN-5209969
13 Dec 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5209969 The complaint Mr B complains that Scottish Widows Limited failed to provide him with timely information about the value of some pension savings that he had transferred into a new drawdown arrangement and used to provide a pension commencement lump sum (“PCLS” – otherwise kno... (5 pages)View decision -
Decision Reference DRN-5207232
13 Dec 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5207232 The complaint Ms R is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) Plc was of an unsatisfactory quality. What happened In August 2022, Ms R was supplied with a used car through a hire purchase agreement with Toyota. ... (6 pages)View decision -
Decision Reference DRN-5099983
13 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5099983 The complaint Mr P complained about esure Insurance Limited settlement payment under his motor insurance policy. What happened Mr P’s car was stolen, and he claimed under his policy. esure noticed then that Mr P had more points on his driving record than he had disclosed whe... (3 pages)View decision -
Decision Reference DRN-5204806
13 Dec 2024 Covea Insurance plc UpheldInsuranceDRN-5204806 The complaint Ms G’s complaint is about Covea Insurance plc’s (‘Covea’) decision not to renew a lifetime pet insurance policy she took out and renewed each year from 2012. Ms G says Covea have treated her unfairly. What happened Ms G took out a lifetime pet insurance policy ... (4 pages)View decision -
Decision Reference DRN-5210798
13 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5210798 The complaint Mr S is unhappy with the level of service he received from Aviva Life & Pensions UK Limited (Aviva). What happened Mr S got in touch with Aviva in February 2024 as he wanted to add beneficiaries to the personal pension plans (PPPs) he has with them. Aviva ... (4 pages)View decision -
Decision Reference DRN-5209370
13 Dec 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5209370 The complaint Mr S complains that Novia Financial Plc (“Novia”) failed in its duty of care by failing to undertake sufficient due diligence on the investments held within his Self-Invested Personal Pension (“SIPP”). Mr S is being represented in the complaint but f... (20 pages)View decision -
Decision Reference DRN-5210114
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210114 The complaint O – a limited company – complains about the way that HSBC UK Bank Plc handled an application for a commercial mortgage. What happened O applied for a commercial mortgage with HSBC. O complains about how HSBC handled that application: There were many issues wi... (5 pages)View decision -
Decision Reference DRN-5162712
13 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5162712 The complaint Ms W is unhappy with Legal and General Assurance Society Limited’s decision to cease paying her claim. What happened Ms W had income protection through her employer, provided by L&G. She began suffering with pain in her arm and elbow in 2015. Her symptoms p... (3 pages)View decision -
Decision Reference DRN-5135449
13 Dec 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5135449 The complaint Mr M complains that Legal and General Assurance Society Limited (L&G) will unfairly apply a Young Spouse Reduction (YSR) to the pension his widow will receive if he dies before her. He says there was no YSR in the original policy he took out with L&G. A... (7 pages)View decision
