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-4698235
21 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4698235 The complaint Mr and Mrs L have complained that Accredited Insurance (Europe) Ltd declined a subsidence claim they made on their home insurance policy. Mr L has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Accredited includes its agents a... (8 pages)View decision -
Decision Reference DRN-4422755
21 Mar 2024 Bank of Scotland Plc UpheldMortgagesDRN-4422755 The complaint Mr and Mrs S complain that Bank of Scotland plc trading as Halifax wouldn’t let them take new interest rates on more than one part of their mortgage at a time. What happened Mr and Mrs S have a mortgage with Halifax. Their mortgage is made up of three separate sub... (3 pages)View decision -
Decision Reference DRN-4698869
21 Mar 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4698869 The complaint Mr and Mrs N complain that Astrenska Insurance Limited turned down their travel insurance claim. What happened Mr and Mrs N hold annual travel insurance cover with Astrenska. They were due to travel abroad on 29 May. However, on 25 May they realised they’d lost th... (3 pages)View decision -
Decision Reference DRN-4664778
21 Mar 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4664778 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money unfairly delayed his ISA transfer. He says he was forced to cancel the transfer as his existing ISA value had dropped significantly in value before the transfer had completed. What happened Mr M decid... (4 pages)View decision -
Decision Reference DRN-4691876
21 Mar 2024 Quidie Limited UpheldConsumer CreditDRN-4691876 The complaint Mrs W complains that Quidie Limited trading as Fernovo (“Quidie”) provided her with loans which she couldn’t afford to repay. What happened Mrs W was granted two loans and I’ve summarised her borrowing in the table below. loan number loan amount agreement date rep... (5 pages)View decision -
Decision Reference DRN-4412623
21 Mar 2024 Andrew Bourne & Co Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-4412623 The complaint Mr M complains about the advice given by Andrew Bourne & Co Independent Financial Advisers Ltd (Andrew Bourne) to take out fixed term annuities in 2011 and 2016. What happened The investigator set out the background to the complaint: In 2011 Mr M was coming up... (7 pages)View decision -
Decision Reference DRN-4653380
21 Mar 2024 C Hoare & Co UpheldBanking and PaymentsDRN-4653380 The complaint S, a limited company, complains about the way that that C Hoare & Co (“Hoare & Co”) handled its accounts. The complaint has been brought on behalf of S by two of its directors, who I’ll refer to as Miss R1 and Miss R2. What happened S’s complaint falls int... (9 pages)View decision -
Decision Reference DRN-4666560
21 Mar 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4666560 The complaint Mr A and Mrs P are unhappy with the service they received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Mrs P injured her foot whilst on holiday and required emergency surgery. IPA arranged to repatriate her bac... (2 pages)View decision -
Decision Reference DRN-4691869
21 Mar 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4691869 The complaint Mr W complains through a representative that FUND OURSELVES Limited trading as Fund Ourselves (“Fund Ourselves”) gave him a loan without carrying out sufficient affordable checks. What happened Mr W was advanced one loan on 24 February 2023 for £200. Mr W was due ... (4 pages)View decision -
Decision Reference DRN-4514358
21 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4514358 The complaint Mr K complained that The Prudential Assurance Company Limited (Prudential) delayed him taking his retirement benefits owing to the poor service it provided him. He would like the compensation it has paid him for distress and inconvenience to be increased. What hap... (4 pages)View decision
