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 121115 results
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Decision Reference DRN-4358465
20 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4358465 The complaint Mr and Mrs P complained that their claim for a shattered glass skylight was unfairly declined by Royal & Sun Alliance Insurance Limited (“RSA”) and they felt RSA didn’t do enough to provide a temporary repair. RSA provided home insurance which included home em... (3 pages)View decision -
Decision Reference DRN-4321766
20 Sep 2023 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4321766 The complaint Mr T has complained J.P. Morgan Europe Limited, trading as Chase, won’t refund transactions he didn’t authorise. What happened In November 2022 after a night out with friends overseas, Mr T realised he’d been a victim of fraud. He’d woken up without his phone and ... (3 pages)View decision -
Decision Reference DRN-4332123
20 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4332123 The complaint Ms L complains that Bank of Scotland plc trading as Halifax made her account dormant without giving her notice. She is unhappy that Halifax wants to take copies of her identification documents before it will reactivate the account. What happened Ms L holds a savin... (2 pages)View decision -
Decision Reference DRN-4245510
20 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4245510 The complaint Mrs R complains that when she took out her pet insurance policy with Great Lakes Insurance SE she was told the numbers of claims she made would not affect the premium, but Great Lakes is now taking claims into account when calculating the premium and this led to a... (3 pages)View decision -
Decision Reference DRN-4252450
20 Sep 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4252450 The complaint Mrs S complains National Savings and Investments (NS&I) couldn’t find her account. What happened Mrs S was due to make a large payment to a mortgage, and wanted to withdraw some money from NS&I. Mrs S contacted NS&I on 7 September 2022 by phone but, af... (3 pages)View decision -
Decision Reference DRN-4302541
19 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4302541 The complaint Mr Q complains that a car acquired with finance from BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened In October 2022 Mr Q was supplied with a car and entered into a finance agreement with BMWFS. Mr Q experienced an issue with the ... (3 pages)View decision -
Decision Reference DRN-3514782
19 Sep 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3514782 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. CST Wealth Management Limited is responsible for answering this complaint and so to keep thin... (12 pages)View decision -
Decision Reference DRN-4288967
19 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4288967 The complaint Mr S complained about the customer service he received from Royal & Sun Alliance Insurance Limited (“RSA”) under his home emergency policy. What happened Mr S made an emergency claim one evening when he noticed water leaking through his light fitting. He was a... (2 pages)View decision -
Decision Reference DRN-4152858
19 Sep 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4152858 The complaint Mr P has complained about the way Haven Insurance Company Limited dealt with a claim made under his car insurance policy. What happened In April 2021 Mr P was involved in an incident with another vehicle and he reported it to his insurer, Haven. Mr P’s car was wor... (3 pages)View decision -
Decision Reference DRN-4101365
19 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4101365 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (Halifax) made errors when setting up a new one-year fixed ISA. What happened Mr M had a one-year fixed ISA which had a balance of £6,106 in November 2022. He asked Halifax to transfer £93,000 from anoth... (3 pages)View decision
