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 121262 results
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Decision Reference DRN-4292314
22 Aug 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4292314 The complaint Ms M is unhappy that Aviva Life and Pensions UK Limited declined her income protection claim after considering new medical evidence. What happened The background to this complaint was set out under my provisional decision, so I won’t go into the detail here. To su... (2 pages)View decision -
Decision Reference DRN-4300410
22 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4300410 The complaint Mr G has complained about Advantage Insurance Company Limited. He isn’t happy about the delay in settling his claim under his motor insurance policy. What happened Mr G made a claim under his motor insurance policy and Advantage looked to repair his car. But there... (2 pages)View decision -
Decision Reference DRN-4197415
22 Aug 2023 Investment Funds Direct Limited UpheldInvestmentsDRN-4197415 The complaint Mr and Mrs T complain about the accuracy of the records kept by Investment Funds Direct Limited (“IFDL”) regarding their general investment accounts. What happened Mr and Mrs T each have general investment accounts with IFDL, managed via a third-party adviser. Aro... (3 pages)View decision -
Decision Reference DRN-3953677
22 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3953677 The complaint Mr S complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in an investment portfolio. He wants Options to put... (40 pages)View decision -
Decision Reference DRN-4311749
22 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4311749 The complaint Mr P complains Admiral Insurance (Gibraltar) Limited haven’t handled claims, the cancellation of his policy, or his contacts with them fairly on his motor insurance policy. What happened I issued a provisional decision setting out what’d happened, and what I thoug... (10 pages)View decision -
Decision Reference DRN-4268824
22 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4268824 The complaint Mr W complains that Creation Financial Services Limited closed his credit card account, which meant he lost out on reward points and a hotel voucher. He’d like to be compensated and to receive the voucher. What happened Mr W held a credit card account with Creatio... (2 pages)View decision -
Decision Reference DRN-4311701
22 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4311701 The complaint Ms B and Mr H are unhappy U K Insurance Limited trading as Churchill (UKI) declined a claim made under their home emergency policy. Where I’ve referred to UKI below, this also includes any actions or communication from their agent acting and handling the claim on ... (5 pages)View decision -
Decision Reference DRN-4305725
22 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4305725 The complaint Mrs S has complained that Clydesdale Bank PLC, trading as Virgin Money (“Clydesdale”), irresponsibly lent to her. What happened Mrs S opened a credit card account with Clydesdale in November 2020 with an initial credit limit of £4,300. Her credit limit was never i... (4 pages)View decision -
Decision Reference DRN-4311660
22 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4311660 The complaint Mr W is unhappy with the settlement he’s been offered by Royal & Sun Alliance Insurance Limited (RSA) after he made a claim under his car insurance policy. What happened In January 2023 Mr W’s car was stolen, so he made a claim to RSA, his car insurance provid... (5 pages)View decision -
Decision Reference DRN-4311577
22 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4311577 The complaint Ms L complains Metro Bank PLC (Metro) closed her credit card account despite her request for a new credit card to be sent. What happened Ms L says she received a letter in November 2022 advising her it was Metro’s intention to close her credit card account due to ... (3 pages)View decision
