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 125400 results
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Decision Reference DRN-4703185
22 Mar 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4703185 The complaint Mr W is unhappy with how Legal and General Assurance Society Ltd (L&G) dealt with his request to access his benefits, causing him a financial loss. What happened Mr W approached L&G in 2022, enquiring (online) about transferring funds from one of his exist... (5 pages)View decision -
Decision Reference DRN-4687768
22 Mar 2024 Topaz Finance Limited UpheldMortgagesDRN-4687768 The complaint Mrs F makes several complaints against Mortgage Express including that in 2022 she wanted to sell a property to redeem the mortgage on it and reduce the balance she owed but was prevented from doing so by Mortgage Express. Topaz Finance Limited has advised us that... (4 pages)View decision -
Decision Reference DRN-4701461
22 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4701461 The complaint Ms N is unhappy that Aviva Insurance Limited cancelled her insurance policy. What happened Ms N held a motor insurance policy with Aviva, for which she paid monthly. In late April 2023, Ms N missed her final repayment. Aviva emailed and wrote to Ms N to say that t... (4 pages)View decision -
Decision Reference DRN-4610519
22 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4610519 The complaint Mr M is unhappy with the way Vitality Health Limited handled his claim. What happened Mr M had private medical insurance underwritten by Vitality Health. He made a claim on his policy for treatment he needed. There was a delay in progressing the claim. Vitality sa... (5 pages)View decision -
Decision Reference DRN-4684585
22 Mar 2024 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-4684585 The complaint Mr R is unhappy that Embark Investment Services Ltd, trading as Scottish Widows platform, failed to collect his monthly direct debit (DD) premiums since 2017. What happened Mr R had a pension with Zurich, into which he’d been paying monthly premiums via direct deb... (3 pages)View decision -
Decision Reference DRN-4544654
22 Mar 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4544654 The complaint A company which I will refer to as ‘T’ complains that Revolut Ltd would not reimburse the money which was taken out of their account by fraudsters. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Brie... (5 pages)View decision -
Decision Reference DRN-4700051
22 Mar 2024 Northridge Finance Limited UpheldConsumer CreditDRN-4700051 The complaint Mr I is unhappy that a car supplied to him under a hire purchase agreement with Northridge Finance Limited was of an unsatisfactory quality due to modifications he hadn’t been made aware of. What happened In December 2022, Mr I was supplied with a used car through... (5 pages)View decision -
Decision Reference DRN-4641933
22 Mar 2024 BISL Limited UpheldInsuranceDRN-4641933 The complaint Mr B complains about how BISL Limited dealt with a claim he made following a road traffic accident. What happened Mr B held a motor insurance policy administered by BISL. The policy was underwritten by an insurer I’ll call X. When Mr B was involved in a road traff... (2 pages)View decision -
Decision Reference DRN-4690695
22 Mar 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4690695 The complaint Mr R is unhappy with the way The Co-operative Bank Plc dealt with his request to be paid for its “refer a friend” incentive scheme. What happened Mr R had an account with Co-op. He and his partner decided to use the Co-op “refer a friend” scheme to move his partne... (3 pages)View decision -
Decision Reference DRN-4561844
22 Mar 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4561844 The complaint Mr L complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. What happened Mr L was provided with a £15,000 loan by My Community Bank in July 2022. The loan was repayable over 36 months with monthly re... (3 pages)View decision
