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 367928 results
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Decision Reference DRN-5204498
23 Dec 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5204498 The complaint Mr E complains about delays by St James's Place UK plc (SJP) that caused him financial loss. What happened Mr E said that in autumn 2023 he asked SJP to crystalise his pension. He intended to transfer to another provider and needed to do this before he cou... (7 pages)View decision -
Decision Reference DRN-5194465
22 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5194465 The complaint Mr A brings a complaint in his capacity as Director of limited company “T”, about U K Insurance Limited trading as NIG (“UKI”) declining a claim he made under a Property Owners insurance policy. What happened In December 2023, tenants moved into the insured pro... (3 pages)View decision -
Decision Reference DRN-5036443
22 Dec 2024 MacArthur Denton Asset Management Limited UpheldPensions and AnnuitiesDRN-5036443 The complaint Mr B complained that he was given unsuitable advice to transfer a defined benefit (DB) pension scheme, to a type of personal pension, in 2018. MacArthur Denton Asset Management Limited is responsible for answering this complaint and so to keep things consistent... (9 pages)View decision -
Decision Reference DRN-5228077
22 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5228077 The complaint Mr M complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in June and... (7 pages)View decision -
Decision Reference DRN-5228058
22 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5228058 The complaint Mrs N complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs N has explained that in April 2023 she mad... (9 pages)View decision -
Decision Reference DRN-5151917
22 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5151917 The complaint Miss B’s complaint about Bank of Scotland plc trading as Halifax (BOS) relates to the rejection of her mortgage application and also delays she experienced thereafter in appealing that decision. What happened Miss B took out a mortgage with BOS in July 2019 and... (3 pages)View decision -
Decision Reference DRN-5138324
21 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5138324 The complaint Mr I complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim he made for storm damage. What happened In January 2024, Mr I’s tenant informed him that they’d discovered a hole in the ceiling of their home and it seemed as thou... (3 pages)View decision -
Decision Reference DRN-5110085
21 Dec 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-5110085 The complaint Mr B complains about Acromas Insurance Company Limited (‘AICL’)’s handling of a claim on his motor warranty. Mr B’s policy was sold and is administered by a third party company on AICL’s behalf, and all his correspondence has been with this company. However, AI... (3 pages)View decision -
Decision Reference DRN-5193420
21 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5193420 The complaint Mr M complains about interest rate increases that NewDay Ltd (‘NewDay’), trading as Debenhams Mastercard, applied to his account. What happened Mr M experienced some difficulty making repayments towards his NewDay credit card account. He was allowed breathing s... (2 pages)View decision -
Decision Reference DRN-5179414
21 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5179414 The complaint One of the executors of the estate of the late Mrs S, Mrs J, has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to reject a claim they made for storm damage under the late Mrs S’s home buildings insurance policy. All reference to ... (2 pages)View decision
