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-4591229
5 Feb 2024 Equiniti Financial Services Limited UpheldInvestmentsDRN-4591229 The complaint Mr F complains about correspondence sent to him by Equiniti Financial Services Limited (Equiniti) in February 2023. He complains that Equiniti had previously agreed to delete his records and stop sending him correspondence regarding the payment of dividends but de... (8 pages)View decision -
Decision Reference DRN-4552232
5 Feb 2024 ActiveQuote Limited UpheldInsuranceDRN-4552232 The complaint Ms M complains that ActiveQuote Limited mis-sold her a life insurance policy. What happened In 2018 Ms M took out a life insurance policy. Ms M was sadly diagnosed with cancer in 2019. At around the same time in 2019 the insurer who underwrote the policy explained... (3 pages)View decision -
Decision Reference DRN-4439561
5 Feb 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4439561 The complaint Mrs W’s representative complains that Aviva Life and Pensions UK Limited provided unsuitable retirement planning advice by incorrectly advising her to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan, rather than join her cheaper, in-house t... (9 pages)View decision -
Decision Reference DRN-4402089
5 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4402089 The complaint Mr S complains National Westminster Bank Plc (“NatWest”) restricted and closed his accounts without explanation. Mr S adds that NatWest has provided poor customer service and its actions have caused him substantive distress and inconvenience. What happened Followi... (4 pages)View decision -
Decision Reference DRN-4576387
5 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4576387 The complaint Dr H’s complaint is about the handling of a claim under his home emergency insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (5 pages)View decision -
Decision Reference DRN-4597085
5 Feb 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4597085 The complaint Mr P complains about the quality of a new car he acquired with finance provided by Vauxhall Finance plc (VF). What happened Mr P took out a conditional sale agreement (CSA) with VF in March 2020 to fund the purchase of a new car that cost over £16,000. He paid a d... (6 pages)View decision -
Decision Reference DRN-4601872
5 Feb 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4601872 The complaint Miss J complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly agreed loans for her. What happened Likely Loans agreed two loans for Miss J. The first was taken out in May 2021, the second in July 2022. I’ve summarised some of the information... (4 pages)View decision -
Decision Reference DRN-4537540
5 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4537540 The complaint Mr and Mrs N complain that Santander UK Plc won’t refund them after they fell victim to an email intercept scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties ac... (3 pages)View decision -
Decision Reference DRN-4279452
5 Feb 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4279452 The complaint Mr B complains that Loans 2 Go Limited (L2G) contacted him too often regarding arrears on his loan with it. What happened Mr B had a loan with L2G with a monthly repayment of £269. Due to a change in circumstances, he missed the payment due on 30 September 2022. M... (2 pages)View decision -
Decision Reference DRN-4601090
5 Feb 2024 The New India Assurance Company Limited UpheldInsuranceDRN-4601090 The complaint J has complained about New India Assurance Company Limited’s (NIACL) decision to turn down its claim for damage to its vehicle under its Fleet Motor Insurance policy. J is represented by Mr O, who is a director. NIACL is the underwriter (insurer) of this policy. M... (4 pages)View decision
