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 365360 results
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Decision Reference DRN-5299164
31 Jan 2025 Quilter Wealth Ltd Not upheldPensions and AnnuitiesDRN-5299164 The complaint Mr J complains that Quilter Wealth Ltd (Quilter) gave him unsuitable advice to transfer the pension he held with his existing provider to a flexi-access drawdown pension with a provider I’ll refer to as provider S, and then to invest his funds in a balanced ris... (12 pages)View decision -
Decision Reference DRN-5246947
31 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5246947 The complaint Mr H complains that when he makes a one-off manual payment of the full statement balance to his credit card account held with Clydesdale Bank Plc trading as Virgin Money, his direct debit isn’t automatically stopped, meaning that payment is taken twice. What ha... (3 pages)View decision -
Decision Reference DRN-5272437
31 Jan 2025 Countrywide Assured Plc UpheldInsuranceDRN-5272437 The complaint Mr and Mrs J, as trustees of the J trust, complain about a reviewable whole of life (RWOL) policy they hold with Countrywide Assured Plc. They are unhappy with being asked to pay a higher premium in order to maintain the sum assured and think Countrywide have f... (16 pages)View decision -
Decision Reference DRN-5040856
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5040856 The complaint Ms J complains about the way Bank of Scotland trading as Halifax dealt with a claim she sought to bring against it under section 75 of the Consumer Credit Act 1974 (“section 75”) What happened In May 2022 Ms J purchased a king size bed from an online retailer (... (3 pages)View decision -
Decision Reference DRN-5299283
31 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5299283 The complaint Mrs H complains about how AXA Insurance UK Plc (AXA) has handled a claim on her motor insurance policy. What happened Mrs H collided with the rear of a third-party vehicle at a roundabout in October 2023. She reported the accident to AXA. Mrs H is unhappy with ... (3 pages)View decision -
Decision Reference DRN-5300852
31 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5300852 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) misinformed him about the retirement options and features of his Group Personal Pension Plan (PPP), which negatively impacted his pension planning, causing distress and financial losses. He wants ... (5 pages)View decision -
Decision Reference DRN-5236430
31 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5236430 The complaint Mr G complains about Lloyds Bank General Insurance Limited (Lloyds) declining a claim under his home insurance policy for damage at his property caused by a fire. Reference to Lloyds in this decision includes their agents. What happened In April 2024 Mr G ret... (5 pages)View decision -
Decision Reference DRN-5300762
31 Jan 2025 Assicurazioni Generali SpA UpheldInsuranceDRN-5300762 The complaint Ms F has complained that Assicurazioni Generali SpA trading as Generali (Generali) terminated a claim she made under her group income protection policy. What happened Ms F is covered by her employer’s income protection policy. Benefit is payable after a deferre... (3 pages)View decision -
Decision Reference DRN-5188272
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5188272 Complaint Mrs P has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. Mrs P is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Mrs P’s account were unfair... (5 pages)View decision -
Decision Reference DRN-5300685
31 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5300685 The complaint Mr S complains about how esure Insurance Limited (esure) handled a claim under his motor insurance policy for damage to his vehicle. References to esure include their agents who administer the policy and assess claims. What happened In September 2023 Mr S was... (7 pages)View decision
