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 360982 results
-
Decision Reference DRN-5199250
10 Dec 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5199250 The complaint Mr D has complained about a transfer of his personal pension with Scottish Equitable Plc trading as Aegon to a self invested personal pension (“SIPP”) in early July 2014. Mr D’s SIPP was subsequently used to invest in Dolphin Capital, a loan note investment int... (7 pages)View decision -
Decision Reference DRN-5173281
10 Dec 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5173281 The complaint Mr D complains about the service he received from Prepay Technologies Ltd (“Prepay”) regarding the application of its cashback reward on its Suits Me account. In particular, he is unhappy that he’s had to chase Prepay to pay the cashback reward. What happened M... (3 pages)View decision -
Decision Reference DRN-4602085
10 Dec 2024 NewDay Ltd Not upheldConsumer CreditDRN-4602085 The complaint Mr G has complained that NewDay Ltd, trading as Opus, acted unfairly and unreasonably by deciding against paying a claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2013, Mr G, alongside another, purchased holiday club mem... (4 pages)View decision -
Decision Reference DRN-5080060
10 Dec 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-5080060 The complaint Mr M complains that Assicurazioni Generali SpA trading as Generali (‘AGS’) declined a claim he made on his employer’s income protection policy. What happened Mr M is a member of his employer’s group income protection policy. He claimed on the policy for symptom... (2 pages)View decision -
Decision Reference DRN-5159837
10 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5159837 The complaint Mr B complains about Aviva Insurance Limited (“Aviva”) and their decision to decline the claim he made on his cycle insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologic... (3 pages)View decision -
Decision Reference DRN-5127308
10 Dec 2024 Phoenix Life Limited Not upheldInsuranceDRN-5127308 The complaint The estate of Mr P complains that Phoenix Life Limited trading as Standard Life (‘Standard Life’) has declined a claim made on a life insurance policy. What happened Mr P held a life insurance policy with Standard Life. A benefit of the policy was a sum assured... (3 pages)View decision -
Decision Reference DRN-5144094
10 Dec 2024 Santander UK Plc UpheldMortgagesDRN-5144094 The complaint Mr J complains about the way Santander UK Plc handled his application to port his mortgage to a new property, which it ultimately declined. What happened In 2021, Mr J took out an interest only mortgage with Santander over a five year term. The mortgage was tak... (9 pages)View decision -
Decision Reference DRN-5190435
10 Dec 2024 Zurich Insurance PLC UpheldInsuranceDRN-5190435 The complaint Mrs J complains about the way Zurich Insurance PLC handled a claim she made for damage to a property insured by it, following an escape of water. Mrs J is a leaseholder of the property, as well as Mr J. Mrs J is eligible to bring the complaint on behalf of bot... (6 pages)View decision -
Decision Reference DRN-5146574
10 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5146574 The complaint Mr B complains about the level of service he received from National Westminster Bank Plc around the recording of his personal circumstances and the adjustments he’s asked them to make. What happened Mr B complains that NWB failed to make a note of his condition... (2 pages)View decision -
Decision Reference DRN-5170118
10 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5170118 The complaint Mr D complains that HSBC UK Bank Plc trading as first direct (“first direct”) have acted unreasonably by restricting access to his account and money. What happened Mr D holds an account with first direct with a significant balance and has done so for a number o... (3 pages)View decision
