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 125998 results
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Decision Reference DRN-4355039
16 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4355039 The complaint Mr S complains about the way British Gas Insurance Limited handled a claim under his home emergency insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. In January 2022, Mr S conta... (3 pages)View decision -
Decision Reference DRN-4401560
16 Oct 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4401560 The complaint Mr S complains that Madison CF UK Limited, trading as 118 118 Money incorrectly recorded a default on his credit file. What happened In late 2022, 118 118 Money incorrectly recorded a default on Mr S’s loan account. Mr S contacted several credit reference agencies... (2 pages)View decision -
Decision Reference DRN-4274264
16 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4274264 The complaint Mr N complains that HSBC UK Bank Plc delayed in carrying out a transfer of a large sum in U.S. dollars to his stockbroker, leading him to not being able to receive profits on a number of proposed investments. What happened In March 2022 Mr N received a substantial... (2 pages)View decision -
Decision Reference DRN-3989436
16 Oct 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3989436 The complaint Mr W complains about a recommendation made by Sun Life Assurance Company of Canada (U.K) Limited (Sun Life) to take out a 10-year savings plan in 2000. He is represented by a claims management company (CMC). It says the recommendation wasn’t suitable for Mr ... (6 pages)View decision -
Decision Reference DRN-3832888
16 Oct 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3832888 The complaint Mr R complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for hi... (8 pages)View decision -
Decision Reference DRN-4352516
16 Oct 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4352516 The complaint Mr L complains that American Express Services Europe Limited (AESEL) suspended his account without notice and for an extended period while verifying his ‘know you customer’ (KYC) documents. What happened AESEL requested KYC verification documents from Mr L in Octo... (3 pages)View decision -
Decision Reference DRN-4351839
16 Oct 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4351839 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) delayed answering queries about his pension plan whilst the transfer value was falling causing him losses. He would like compensation and an explanation as to why the value fell considering market co... (7 pages)View decision -
Decision Reference DRN-4402110
16 Oct 2023 Skipton Building Society UpheldBanking and PaymentsDRN-4402110 The complaint Mr R complains that he was unable to make a payment to his Skipton Building Society account. What happened Mr R says a card payment to his Skipton account was rejected. He says that Skipton has recorded his address incorrectly which led to the problem. Mr R would ... (3 pages)View decision -
Decision Reference DRN-4303260
16 Oct 2023 Target Servicing Limited UpheldMortgagesDRN-4303260 The complaint Mr D complains that Target Servicing Limited caused unnecessary delays when he wanted to redeem his help to buy (“HTB”) loan. The HTB scheme The HTB scheme was a government scheme in place to support home ownership. In addition to the usual mortgage from a regular... (4 pages)View decision -
Decision Reference DRN-4402718
16 Oct 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4402718 The complaint Mr D complains that DAS Legal Expenses Insurance Limited provided a poor standard of service when he made a claim under his policy about a leaking tap and didn’t replace his tap. What happened Mr D held an add on policy to his house insurance to cover home emerge... (4 pages)View decision
