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
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Decision Reference DRN-5195977
6 Dec 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5195977 The complaint Mr M is unhappy that ReAssure Ltd failed to process a number of his regular pension contributions, and also failed to provide access to his online account portal. What happened Mr M had a pension with ReAssure, which he started taking benefits from via a flexi-... (8 pages)View decision -
Decision Reference DRN-5143508
6 Dec 2024 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5143508 The complaint Mr K complains that Capquest Debt Recovery Limited (Capquest) attempted to contact him using a phone number that no longer belonged to him, when he had requested all contact should be by email. What happened Mr K had a credit card account which was opened in 20... (3 pages)View decision -
Decision Reference DRN-5128465
6 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5128465 The complaint Mr W complains that due to an error made by Aviva Life & Pensions UK Limited (Aviva), his annuity is lower than Aviva quoted to him when he applied to take the benefits from the three personal pensions policies he held with it. What happened Mr W had three ... (6 pages)View decision -
Decision Reference DRN-5146277
6 Dec 2024 Union Bancaire Privee, UBP SA Not upheldInvestmentsDRN-5146277 The complaint Miss W complains that failures in the advice she received from Union Bancaire Privee, UBP SA caused her visa application to fail. She also complains the bank charged her unfairly for its services. What happened In 2019, Miss W was living abroad and applying fo... (3 pages)View decision -
Decision Reference DRN-5155765
6 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5155765 The complaint Mr S complains that Aviva Insurance Limited is responsible for mishandling his claim on a mobile phone insurance policy. What happened Mr S had insurance that covered a mobile phone that his young adult daughter used. Aviva was the insurance company that was r... (3 pages)View decision -
Decision Reference DRN-5173676
6 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5173676 The complaint Miss G has complained about how esure Insurance Limited handled her two claims under her motor policy. What happened Miss G was involved in an accident in January 2023. The other driver was found to be at fault and esure was able to get reimbursement for its o... (3 pages)View decision -
Decision Reference DRN-4983342
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4983342 The complaint Mrs W is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In November 2023, Mrs W received an unsolicited text message offering her a remote job opportunity. At the time, Mrs W was seeking ways to increase her income,... (4 pages)View decision -
Decision Reference DRN-5145333
6 Dec 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5145333 The complaint Mrs T complains that One Call Insurance Services Limited didn’t tell her about the automatic renewal feature when she bought her motor insurance policy and that she wasn’t given the option to opt out of it easily. What happened Mrs T took out a policy through O... (3 pages)View decision -
Decision Reference DRN-5075567
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5075567 The complaint Mrs M complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam. What happened The details of what happened are well known to both parties, so I won’t repeat them in detail here. In summary, Mrs M... (3 pages)View decision -
Decision Reference DRN-5003494
6 Dec 2024 Connect IFA Ltd Not upheldInsuranceDRN-5003494 The complaint Mr D complains about the sale of a life insurance policy by Connect IFA Ltd trading as Connect Mortgages (‘Connect’). Mr D is represented by his wife, Mrs D. What happened In April 2022, Mr D took out a life insurance policy through Connect. It was a level te... (3 pages)View decision
