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 125299 results
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Decision Reference DRN-4608494
8 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4608494 The complaint Mr B complains that the endowment savings plan he was sold by Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (‘Sun Life’) in 1992 was unsuitable for him and he’s suffered a loss as a result. What happened I issued my pr... (5 pages)View decision -
Decision Reference DRN-4608183
8 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4608183 The complaint Mr C has complained about AXA Insurance UK Plc’s decision to turn down his claim under his Property Investment Protection Plan insurance policy for damage to his flat caused by an escape of water. What happened Mr C has said he was told by his tenant that there wa... (3 pages)View decision -
Decision Reference DRN-4608456
8 Feb 2024 Frenkel Topping Limited UpheldInvestmentsDRN-4608456 The complaint Mr and Mrs K, and Mr A, as trustees of the R Trust, complain about information provided by Frenkel Topping Limited when the trust attempted to encash funds in a general investment account (GIA) held within the trust. They complain that they weren’t provided with c... (4 pages)View decision -
Decision Reference DRN-4398600
8 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4398600 The complaint Mr M complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting his Self Invested Personal Pension (‘SIPP’) application. Mr M says this has resulted in him suffering a substantial loss to his pension funds. Opti... (44 pages)View decision -
Decision Reference DRN-4608448
8 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4608448 The complaint Mr and Mrs C complain that esure Insurance Limited (Esure) declined a subsidence damage claim made under their home insurance policy. What happened Mr and Mrs C have a home insurance policy underwritten by Esure. Mr and Mrs C discovered their conservatory was pull... (4 pages)View decision -
Decision Reference DRN-4607669
8 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4607669 The complaint Mrs S has complained about the amount paid in settlement of her claim under her Motor Insurance policy with Acromas Insurance Company Limited. She’s also unhappy about the service she received from Acromas on the claim. The service provided on Mrs S’s claim was pr... (3 pages)View decision -
Decision Reference DRN-4606300
8 Feb 2024 PDL Finance Limited UpheldConsumer CreditDRN-4606300 The complaint Mr L complained that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him loans he couldn’t afford to repay and the correct checks weren’t conducted before it lent. What happened A summary of Mr L’s borrowing can be found in the table below; loan number... (5 pages)View decision -
Decision Reference DRN-4606221
8 Feb 2024 Gain Credit LLC UpheldConsumer CreditDRN-4606221 The complaint Miss M complains, through a representative, that Gain Credit LLC trading as Lending Stream (“Lending Stream”) provided her with loans without carrying out sufficient affordability checks. What happened A summary of Miss M’s borrowing can be found in the table belo... (6 pages)View decision -
Decision Reference DRN-4164301
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4164301 The complaint Miss D complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Miss D says that her brother received a call on 7 July 2022 which he now knows followed a fake message from a delivery company. The caller told Miss D’s brother... (4 pages)View decision -
Decision Reference DRN-4608400
8 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4608400 Complaint Mr N has complained that National Westminster Bank Plc (“NatWest”) unfairly continued allowing him to continue using an overdraft it shouldn’t have provided him with in the first place. Background One of our investigators looked at Mr N’s complaint and she thought tha... (5 pages)View decision
