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-5280758
23 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5280758 The complaint Mr J complains about ARAG Legal Expenses Insurance Company Limited’s handling of a claim he made on a legal expenses insurance policy. Mr J’s policy is underwritten by ARAG, which previously operated as DAS Legal Expenses Insurance Company Limited (DAS LEI). Hi... (2 pages)View decision -
Decision Reference DRN-5281034
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5281034 The complaint Mr D complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled an escape of water claim under a buildings insurance policy. What happened I issued a provisional decision on 8 January 2025 which set out the following: “What I’ve provisiona... (3 pages)View decision -
Decision Reference DRN-4941183
23 Jan 2025 Equals Money UK Limited Not upheldBanking and PaymentsDRN-4941183 The complaint Miss D complains that Equals Money UK Limited (trading as Card One Money) blocked and closed her account. Miss D is also unhappy about the service she received from Card One Money regarding the return of her account balance. To put things right Miss D wants C... (5 pages)View decision -
Decision Reference DRN-5041548
23 Jan 2025 Equiniti Financial Services Limited Not upheldPensions and AnnuitiesDRN-5041548 The complaint Ms M has complained, with the help of a professional third party, about the transfer of her personal pension to an occupational pension scheme (‘OPS’) in June 2015. Ms M says Equiniti Financial Services Limited (‘Equiniti’) failed in its responsibilities when d... (13 pages)View decision -
Decision Reference DRN-5051950
23 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5051950 The complaint Mr D complains about the advice given by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a Bond Section 32 personal pension. He says the advice was unsuitable for hi... (4 pages)View decision -
Decision Reference DRN-5245069
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5245069 The complaint Miss D complains that MBNA Limited (MBNA) were unreasonable to default her accounts and sell them to debt collectors. What happened Miss D had three credit cards with MBNA. She wrote to them in January 2024 asking for breathing space and they put a 30 day hold ... (2 pages)View decision -
Decision Reference DRN-5228282
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5228282 The complaint Mr S complains that MBNA Limited (‘MBNA’) didn’t allocate his credit card payments correctly and consequently he was charged a high rate of interest on his money transfers. He says MBNA were obstructive when he tried to log a complaint, and their complaints pro... (3 pages)View decision -
Decision Reference DRN-5221205
23 Jan 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5221205 The complaint Miss F complains that Astrenska Insurance Limited voided her travel insurance policy and declined to pay her claim for her child’s medical costs. What happened Miss F took out an annual multi-trip travel insurance policy on 27 October 2022 through a seller. Th... (16 pages)View decision -
Decision Reference DRN-5218577
23 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5218577 The complaint Mr D has complained about how Clydesdale Bank Plc trading as Virgin Money has treated an overpayment he made to his mortgage account. He says he wanted to keep his monthly payments the same and reduce his mortgage term, but Virgin instead reduced his contractua... (3 pages)View decision -
Decision Reference DRN-5236175
23 Jan 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5236175 The complaint Mr S complains that James Hay Administration Company Ltd (“JHAC”) failed to complete the transfer of his pension savings to another provider in a timely manner. What happened Mr S held pension savings that were administered by JHAC. His pension savings were inv... (5 pages)View decision
