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 119790 results
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Decision Reference DRN-4132631
18 May 2023 Paragon Bank Plc UpheldBanking and PaymentsDRN-4132631 The complaint Mrs and Mr K complain that Paragon Bank Plc failed to help them access their savings. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons f... (2 pages)View decision -
Decision Reference DRN-4123315
18 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4123315 The complaint Miss S complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for money back in respect of a hotel booking she made using her Virgin Money credit card. What happened In June 2019 Miss S booked accommodation at a hotel I’ll call G v... (6 pages)View decision -
Decision Reference DRN-4134340
18 May 2023 St James's Place UK plc UpheldInvestmentsDRN-4134340 The complaint Mrs S complained, in her capacity as the appointed sole executor of the estate of Ms R, that St James's Place UK plc (‘SJP’) delayed the surrender of an investment bond held within Ms R’s estate, resulting in loss to the estate. She was also unhappy about the... (6 pages)View decision -
Decision Reference DRN-4091566
18 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4091566 The complaint Mr F complains about how Advantage Insurance Company Limited (“Advantage”) dealt with a claim he made on his motor insurance policy following an accident that wasn’t his fault. Any reference to Advantage includes its agents. What happened Mr F has mo... (4 pages)View decision -
Decision Reference DRN-4071865
18 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4071865 The complaint Mr L says Aviva Life & Pensions UK Limited (‘Aviva’) misled his application for payment from his Aviva Pension Plan (‘APP’) in late 2021. He mainly claims as follows: That Aviva misled him (and his adviser) to believe the entire APP could be withdrawn as a ta... (7 pages)View decision -
Decision Reference DRN-4139339
18 May 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4139339 The complaint Mr C complains Metro Bank PLC’s approach to strong customer authentication means he can’t make online purchases unless he has a mobile phone, landline or a similar device. He complains that this is discriminatory and exclusionary and that customers shouldn’t be co... (4 pages)View decision -
Decision Reference DRN-4082675
18 May 2023 AWP P&C SA UpheldInsuranceDRN-4082675 The complaint Miss D and Mr S are unhappy with how AWP P&C SA handled a claim they made on their travel insurance policy. What happened Miss D and Mr S went on holiday with their young son. Unfortunately, Mr S and their son both became ill, with unrelated medical conditions... (2 pages)View decision -
Decision Reference DRN-4083036
18 May 2023 Grove Pension Solutions Limited UpheldPensions and AnnuitiesDRN-4083036 The complaint Miss H complained that she was given unsuitable advice to transfer her deferred defined benefit (DB) Occupational Pension Scheme (OPS), to a type of personal pension. Grove Pension Solutions Limited is responsible for answering this complaint. To keep things consi... (8 pages)View decision -
Decision Reference DRN-4113072
18 May 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4113072 The complaint Mr C complains about Skyfire Insurance Company Limited and the progression of the claim he made on his motor insurance policy. Mr C also complains about Skyfire’s failure to keep him adequately updated. What happened Mr C purchased a motor insurance policy through... (3 pages)View decision -
Decision Reference DRN-3952954
18 May 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3952954 The complaint Mr B complains Oplo PL Ltd (‘Oplo’) lent to him irresponsibly. Mr B has complained with the help of a claims management company. What happened In August 2018 Mr B applied for, and was given a loan for £4,000, which was repayable over a period of 24 months. Mr B to... (3 pages)View decision
