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 121261 results
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Decision Reference DRN-4367221
17 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4367221 The complaint Ms A has complained that Bank of Scotland plc (“BoS”) acted unfairly when it applied charges linked to her overdraft on her account. Background Ms A has a current account with BoS. She has told us that she became financially vulnerable due to ill health in 2020. T... (3 pages)View decision -
Decision Reference DRN-3982777
17 Nov 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3982777 The complaint Mr S has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr S bought solar panels for his home in 2019. The purchase was funded by a loan from Ikano, and that business is ... (5 pages)View decision -
Decision Reference DRN-4462561
17 Nov 2023 Aviva Insurance Limited UpheldInsuranceDRN-4462561 The complaint Mr and Mrs G complain about Aviva Insurance Limited’s handling of their home emergency claim. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Aviva has accepted it is accountable for the actio... (2 pages)View decision -
Decision Reference DRN-3749139
17 Nov 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3749139 The complaint Mr O complains about the advice given by The Tavistock Partnership Limited (Tavistock) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cause... (7 pages)View decision -
Decision Reference DRN-4379077
17 Nov 2023 IG Markets Limited UpheldInvestmentsDRN-4379077 The complaint Mr P complains about IG Markets Limited, referred to as “IG” or “the business”. In summary, he complains that IG shouldn’t have allowed him to buy American Depository Receipts (ADRs) in Sea Limited within his ISA. He says that when IG informed him of the ISA ineli... (4 pages)View decision -
Decision Reference DRN-3865591
17 Nov 2023 WPS Financial Group Limited UpheldPensions and AnnuitiesDRN-3865591 The complaint Mr J complains about the advice WPS Financial Group Limited gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and be... (8 pages)View decision -
Decision Reference DRN-4379191
17 Nov 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4379191 The complaint Miss P complains that N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened In July 2018 Miss P acquired a vehicle financed by a hire purchase ... (6 pages)View decision -
Decision Reference DRN-4462130
17 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4462130 The complaint Mr and Mrs L have complained about the settlements their property insurer AXA Insurance UK Plc has paid for two claims following water leaks at their home. What happened In late 2021 there was a leak above Mr and Mrs L’s first-floor bathroom and one under the bath... (4 pages)View decision -
Decision Reference DRN-4436754
17 Nov 2023 American International Group UK Limited UpheldInsuranceDRN-4436754 The complaint Mr B is unhappy with what American International Group UK Limited did after he made a claim on his mobile phone insurance policy. What happened In May 2023 Mr B made a claim on his policy with AIG for damage to his phone after it had been dropped. The claim was ac... (2 pages)View decision -
Decision Reference DRN-4454501
17 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4454501 The complaint Ms H is unhappy with the way in which BUPA Insurance Limited handled a claim she made on her private medical insurance policy, including declining her claim and the service she received. What happened Ms H has the benefit of a private medical insurance policy with... (4 pages)View decision
