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 130193 results
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Decision Reference DRN-5034402
20 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5034402 The complaint Miss K complains that Red Sands Insurance Company (Europe) Limited unfairly declined to cover the cost of an X-ray under her pet insurance policy. Where I refer to Red Sands, this includes the actions of its agents and claims handlers for which it takes respon... (3 pages)View decision -
Decision Reference DRN-4944834
20 Sep 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4944834 The complaint Mr H complains that Legal and General Assurance Society Limited (“L&G”) failed to treat him fairly when he purchased an annuity earlier this year. What happened Mr H purchased an annuity from L&G earlier this year. Part of the funds used for the purchas... (3 pages)View decision -
Decision Reference DRN-4806413
20 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4806413 The complaint Miss R complains that J.P. Morgan Europe Limited (trading as Chase) unreasonably blocked and subsequently closed her account. She’d like to be compensated for the inconvenience this caused. What happened Miss R held an account with Chase, but in September 2023... (2 pages)View decision -
Decision Reference DRN-5019573
20 Sep 2024 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5019573 The complaint Mr K has complained that he was advised to switch existing personal pensions into a self- invested personal pension (‘SIPP’) with AJ Bell Management Limited (‘AJ Bell’). He complains he was advised to make an investment in his pension which he says has lost som... (33 pages)View decision -
Decision Reference DRN-5034108
20 Sep 2024 EE Limited UpheldConsumer CreditDRN-5034108 The complaint Mr M has complained about the quality of a phone he bought using a fixed sum loan agreement with EE Limited. What happened Mr M bought a new phone using a fixed sum loan agreement from EE on 20 September 2023. The cash price of the phone was £470 and the agree... (3 pages)View decision -
Decision Reference DRN-5034170
20 Sep 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5034170 The complaint Mr M complains that Wise Payments Limited (“Wise”) revoked the guaranteed rate facility and when it was reinstated it failed to apply the guaranteed rate to his transfers resulting in financial loss due to fluctuations in the exchange rate received. What happen... (5 pages)View decision -
Decision Reference DRN-5034129
20 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5034129 The complaint Ms S is unhappy with the service she received from National Savings and Investments (“NS&I”). What happened Ms S held Premium Bonds with NS&I and wanted to cash in £500 of those Bonds. But when Ms S tried to do so she answered the security questions on... (3 pages)View decision -
Decision Reference DRN-5032322
20 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5032322 The complaint Mr R complains that Bank of Scotland plc trading as Halifax acted irresponsibly by providing him with an overdraft facility and increasing his limit. He complains that Halifax failed to conduct appropriate assessments of his overdraft facility and unfairly cont... (5 pages)View decision -
Decision Reference DRN-4951644
20 Sep 2024 Zurich Insurance PLC UpheldInsuranceDRN-4951644 The complaint Mr G complains about how Zurich Insurance PLC (Zurich) has handled the repairs to his property under the Real Estate Insurance policy. What happened The background of the complaint is well known to both parties, so I’ve summarised the key points below: Foll... (2 pages)View decision -
Decision Reference DRN-5002502
20 Sep 2024 The Governor and Company of the Bank of Ireland UpheldMortgagesDRN-5002502 The complaint Mr L complains about how The Governor and Company of the Bank of Ireland trading as Bank of Ireland Mortgages (“BOI”) reported on his credit file. What happened Mr L had a mortgage with BOI and in December 2020 he stopped working full-time, becoming a full-time... (3 pages)View decision