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 121479 results
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Decision Reference DRN-4001031
9 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4001031 The complaint Mrs C complains about Aviva Insurance Limited’s handling of a claim made under a block building insurance policy. What happened Mrs C is a leaseholder of a property that has a block building insurance policy. Mrs C isn’t the policyholder, but the policy was taken ... (4 pages)View decision -
Decision Reference DRN-4109978
9 Oct 2023 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4109978 The complaint Mr H complains that London & Colonial Services Ltd (‘L&C’) allowed his self-invested personal pension (‘SIPP’) to be invested in an investment which caused him to lose a significant amount of money. Mr H wants L&C to pay him compensation for the loss. ... (34 pages)View decision -
Decision Reference DRN-4373946
9 Oct 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4373946 The complaint Miss C, trading as J, complains about the way that TSB Bank plc handled her business bank account. What happened Miss C originally held two business bank accounts with TSB before closing one account. When Miss C opened the second business bank account in late 2022... (3 pages)View decision -
Decision Reference DRN-4389417
9 Oct 2023 AJ Bell Securities Limited UpheldInvestmentsDRN-4389417 The complaint Mr P complains that AJ Bell Securities Limited unfairly cancelled three trades he had placed, causing him financial loss. What happened On 19 December 2022 at 8.13am Mr P placed a trade in each of his AJ Bell ISA, dealing account and SIPP, to sell a combined total... (3 pages)View decision -
Decision Reference DRN-4199029
9 Oct 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4199029 The complaint Mr J complains about how his insurer, Haven Insurance Company Limited (Haven), handled a claim under his breakdown assistance policy. Any reference to Haven in this decision includes their agents. What happened Mr J had a breakdown assistance policy with Haven. In... (4 pages)View decision -
Decision Reference DRN-4367858
9 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4367858 The complaint Mr G and Mrs S have complained about the handling of their motor insurance claim by West Bay Insurance Plc. For simplicity, I’ll just refer to Mr G. References to West Bay include its agents. What happened The facts of this matter have not been disputed and are kn... (3 pages)View decision -
Decision Reference DRN-4191192
9 Oct 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4191192 The complaint Mr and Mrs N complain that Barclays Bank UK PLC recorded that they had missed a payment on their mortgage when that was not the case. What happened Mr and Mrs N had a mortgage with Barclays. The mortgage matured in January 2020 and was paid off in April 2020. Mr a... (2 pages)View decision -
Decision Reference DRN-4310971
9 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4310971 The complaint Ms W complains that Monzo Bank Plc has declined to refund a payment that was made as part of a scam. What happened Ms W says that on 18 February 2023 she fell victim to a scam. She’s explained she was in Hong Kong with a friend who was helping her sell an item thr... (3 pages)View decision -
Decision Reference DRN-4330139
9 Oct 2023 GATE CAPITAL GROUP LTD UpheldPensions and AnnuitiesDRN-4330139 The complaint Mr D complains that Plutusgroup Limited, (now known as Gate Capital Group Limited), gave him unsuitable advice to switch his defined contribution occupational pension to a self- invested personal pension (SIPP), and into high-risk investments, which caused him a f... (19 pages)View decision -
Decision Reference DRN-4372684
9 Oct 2023 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-4372684 The complaint Ms K says an Appointed Representative (‘AR’) of Quilter Financial Planning Solutions Limited (‘Quilter’) gave her unsuitable investment and pension switch advice in 2021. The investment advice element of her complaint has been separated. This decision is only abou... (9 pages)View decision
