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 370903 results
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Decision Reference DRN-5669221
4 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5669221 The complaint Mr W complains that Phoenix Life Limited (“Phoenix”) caused delays when transferring his pension fund have caused him financial loss, and that Phoenix did not tell him that he had options other than transferring to a specific provider. Mr W’s complaint has bee... (4 pages)View decision -
Decision Reference DRN-5633467
4 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5633467 The complaint Miss S is unhappy that Aviva Insurance Limited (“Aviva”) declined her storm damage claim. Any reference to what Miss S or what Aviva have said should be taken to include anything said on their behalf. What happened The background to this complaint is well-known... (3 pages)View decision -
Decision Reference DRN-5670207
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5670207 The complaint Ms C and Mr M complain that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (20 pages)View decision -
Decision Reference DRN-5671489
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5671489 The complaint Mr G is unhappy that American Express Services Europe Limited ("AmEx") didn't make promotional offers available to him immediately upon opening an account with them, and that AmEx didn’t honour his right to withdraw from the account contract with... (2 pages)View decision -
Decision Reference DRN-5555210
4 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5555210 The complaint Mrs L and Mr L have complained that AXA Insurance UK Plc unfairly declined their claim for damage which they said was caused by a storm, but AXA said was caused by a flood. Mrs L’s and Mr L’s policy excludes cover for flood damage. What happened Mrs L and Mr L ... (3 pages)View decision -
Decision Reference DRN-5671571
4 Jul 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5671571 The complaint Mr H complains that The Prudential Assurance Company Limited (Prudential) will not allow him to take only the tax free cash from his pension plan without him using a financial adviser. And that Prudential did not tell him about this requirement before he wished... (4 pages)View decision -
Decision Reference DRN-5671106
4 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5671106 The complaint The estate of Mr C complains Ageas Insurance Limited (“Ageas”) provided poor customer service and caused delays in its handling of a claim on its property insurance policy following an escape of water. It says Ageas hasn’t adequately considered the impact the d... (5 pages)View decision -
Decision Reference DRN-5649935
4 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5649935 The complaint Mr N complains as executor of the estate of Mrs L (his late mother-in-law), that TSB Bank plc released monies belonging to the estate to his sister-in-law (Ms C), without checking her authority to receive them. What happened Mrs L sadly died in 2015. She left a... (3 pages)View decision -
Decision Reference DRN-5660565
4 Jul 2025 EE Limited UpheldConsumer CreditDRN-5660565 The complaint Miss W complains about the balance of a fixed sum loan agreement with EE Limited. What happened In September 2024, Miss W took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the device was around £860 a... (5 pages)View decision -
Decision Reference DRN-5643951
4 Jul 2025 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5643951 The complaint Mr H complains about the financial advice he says he received from True Potential Wealth Management LLP (“TPWM”). He says he received unsuitable advice to switch his pension and has suffered a loss as a result for which he’d now like to be recompensed. What ha... (7 pages)View decision
