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-4856980
10 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4856980 The complaint Mr A complains Aviva Life & Pensions UK Limited didn’t treat him fairly when it made changes to the investment funds available in his pension plan. What happened In 2023, Aviva introduced a new Baseline Exclusion Policy. This policy excluded some companies ... (2 pages)View decision -
Decision Reference DRN-5101058
10 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5101058 The complaint Mr K complains about Red Sands Insurance Company (Europe) Limited’s (“Red Sands”) offer to settle his claim under his Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr K made a claim under his motor insurance following an accident. The mot... (3 pages)View decision -
Decision Reference DRN-5146834
10 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5146834 The complaint Ms A complains that American Express Services Europe Limited (“AESEL”) registered a default against her when she had a payment plan in place. What happened Ms A holds a credit card account with AESEL. Ms A last made a payment on the account in May 2023. She con... (2 pages)View decision -
Decision Reference DRN-5176248
10 Dec 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5176248 The complaint Mr P complains about the way The Prudential Assurance Company Limited handled a serious illness claim he made on a life insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of the key e... (3 pages)View decision -
Decision Reference DRN-5187744
10 Dec 2024 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5187744 The complaint Mr W has complained, via a Claims Management Company (‘CMC’), about a transfer of his Capita Life & Pensions Regulated Services Limited (‘Capita’) personal pensions to a small self-administered scheme (‘SSAS’) in October 2015. Mr W’s SSAS was subsequently u... (16 pages)View decision -
Decision Reference DRN-4877017
10 Dec 2024 Fortrade Limited Not upheldInvestmentsDRN-4877017 The complaint Mr M has complained that he has been receiving unsolicited calls from Fortrade Limited relating to trading in shares. What happened Mr M opened a demo account with Fortrade. He did not open a live trading account, and he never deposited any money into any Fort... (3 pages)View decision -
Decision Reference DRN-4870861
10 Dec 2024 UK Mortgage Lending Ltd Not upheldMortgagesDRN-4870861 The complaint Mr and Mrs K complain that UK Mortgage Lending Limited trading as Pepper Money, the lender of their second charge mortgage (secured loan), wouldn’t agree to a deed of postponement allowing them to re-finance their first charge mortgage. What happened In 2021, M... (3 pages)View decision -
Decision Reference DRN-5199908
10 Dec 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5199908 The complaint Miss S and Mr W complain that some charges imposed at the end of a hire purchase agreement by Mercedes-Benz Financial Services UK Limited (“MBFS”) are unfair. What happened In March 2022 Miss S and Mr W were supplied with a used car through a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5146305
10 Dec 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5146305 The complaint Mr M complains that STARTLINE MOTOR FINANCE LIMITED was irresponsible in its lending to him. He wants all interest, fees and charges he paid under his hire purchase agreement refunded along with 8% simple interest and any adverse information recorded on his cre... (4 pages)View decision -
Decision Reference DRN-4783562
10 Dec 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4783562 The complaint Mr C complains that The Prudential Assurance Company Limited failed to provide him with accurate information on his investments. What happened Mr C couldn’t obtain accurate valuations of his investments through The Prudential’s online portal. He says The Prude... (2 pages)View decision
