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 130332 results
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Decision Reference DRN-5017574
30 Sep 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5017574 The complaint Dr B has complained about the service provided by is unhappy with the service provided by Aviva Life & Pensions UK limited (Aviva) when he wanted to encash his pension benefits as a lump sum. He believes that Aviva caused a delay to the process, resulting i... (6 pages)View decision -
Decision Reference DRN-4985644
30 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4985644 The complaint Miss M says Sainsbury’s Bank PLC (“Sainsburys”) failed to protect her account from a fraudster and mis-handled her complaint following the fraudulent activity. What happened Miss M contacted Sainsburys on 18 August 2023 to inform it that she had received an ema... (3 pages)View decision -
Decision Reference DRN-5020937
30 Sep 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5020937 The complaint Mr R is unhappy about the outstanding balance of a loan account that Secure Trust Plc trading as Moneyway say he is responsible for. What happened Mr R took out a hire purchase agreement with Secure Trust. In July 2022, he was unhappy with the car he purchased ... (3 pages)View decision -
Decision Reference DRN-4854472
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4854472 The complaint Mr and Mrs E have complained that Inter Partner Assistance SA (IPA) has only partially settled a claim made on a travel insurance policy. As it is Mr E leading on the complaint, I will mostly just be referring to Mr E in this decision. What happened Mr E was ... (3 pages)View decision -
Decision Reference DRN-5042963
30 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5042963 The complaint Mr and Mrs R complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr and Mrs R are being represented by a claims management compa... (7 pages)View decision -
Decision Reference DRN-4982595
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4982595 The complaint Mr M complains about the customer service he received from HSBC UK Bank Plc when he asked for a transfer from his credit card account to his savings account. What happened The details of this complaint are well known to both parties, so I won’t repeat them here... (2 pages)View decision -
Decision Reference DRN-4975477
30 Sep 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4975477 The complaint Mrs C’s complained that Aviva Life & Pensions UK Limited cancelled her policy without notifying her. And they took a direct debit payment of £72.75 without explanation. What happened Mrs C bought a life and critical illness policy from Aviva in 2004. Her ... (2 pages)View decision -
Decision Reference DRN-5042037
30 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5042037 The complaint Mr P and Miss S complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them an ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr P and Miss S are being represented by a claims managem... (7 pages)View decision -
Decision Reference DRN-4918601
30 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4918601 The complaint Mr and Mrs P complain Great Lakes Insurance SE unfairly declined a travel insurance claim. Mrs P was travelling with her daughter. So my references will be to Mrs P. What happened Mrs P holds a travel insurance policy which provides cover for her and her family... (4 pages)View decision -
Decision Reference DRN-4956939
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956939 The complaint Mr K says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr K says he noticed six transactions on his account on 7 April 2024, which he says he didn’t authorise. These were all ApplePay ... (2 pages)View decision