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 128312 results
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Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN-5200781
16 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5200781 The complaint Mr H complains that Aviva Insurance Limited declined his travel insurance claim. What happened Mr H has travel insurance through a bank which covers him and his family. Aviva is the insurer. In April 2024 Mr H and his family were abroad at a well-known locati... (4 pages)View decision -
Decision Reference DRN-5186652
16 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5186652 The complaint Mr S complains that Accredited Insurance (Europe) Ltd (AI) paid out on a claim to a third- party for an incident he says didn’t happen. References to AI include other organisations and individuals acting on its behalf. What happened Another driver made a claim ... (3 pages)View decision -
Decision Reference DRN-5254040
16 Jan 2025 Sublime Business Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-5254040 The complaint Mr M complains that he was given unsuitable advice to transfer two defined benefit (DB) pension schemes to personal pension plan arrangements. The first pension was transferred in 2018 and the second took place in 2019. Sublime Business Financial Advisers Limit... (12 pages)View decision -
Decision Reference DRN-4997036
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4997036 The complaint Mrs T complains that holiday accommodation she booked was not of a satisfactory standard. Because she paid for the accommodation with her credit card, issued by Nationwide Building Society, she says that she has a claim against it in the same way as she has a c... (3 pages)View decision -
Decision Reference DRN-5266215
16 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5266215 The complaint Mr M complains that Aviva Life & Pensions UK Limited (“Aviva”) didn’t treat him fairly when it failed to tell him in 2016 that it was altering the way his pension savings were invested following him reaching the selected retirement date set on his pension p... (7 pages)View decision -
Decision Reference DRN-5267163
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5267163 The complaint Miss C is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view ... (6 pages)View decision -
Decision Reference DRN-5193802
16 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5193802 The complaint Mr and Ms M complain that Marks & Spencer Financial Services Plc (trading as M&S Bank) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Ms M came across an opportunity to invest in a company which leased cars – Buy... (6 pages)View decision -
Decision Reference DRN-5180630
16 Jan 2025 Cater Allen Limited UpheldBanking and PaymentsDRN-5180630 The complaint H, a limited company, represented in this complaint by its director, Mr H, complains that Cater Allen Limited won’t refund the money lost when Mr H fell victim to a scam. What happened Mr H saw an advert about an opportunity to invest in a company which leased... (6 pages)View decision -
Decision Reference DRN-5261544
16 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5261544 The complaint Mr J has complained about a transfer of his personal pension with Phoenix Life Limited (Phoenix Life) to a small self-administered scheme (SSAS) in January 2014. Mr J’s SSAS was subsequently used to invest in The Resort Group (TRG), an overseas property develop... (16 pages)View decision