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 125399 results
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Decision Reference DRN-4325992
31 Aug 2023 Wakam UpheldInsuranceDRN-4325992 The complaint Mr B complains that Wakam avoided his home contents insurance policy and failed to return his insurance premiums. What happened Mr B took out a home contents insurance policy with Wakam. This was purchased online and was a non-advised sale. In August 2022 he made ... (3 pages)View decision -
Decision Reference DRN-4317473
31 Aug 2023 Euroins AD UpheldInsuranceDRN-4317473 The complaint Mrs D and Mrs M complain that Euroins AD didn’t allow them to amend their travel insurance policy. What happened Mrs D and Mrs M took out a single trip travel insurance policy on 28 March 2022 to cover a trip between 2 and 9 September 2022. The policy was underwri... (3 pages)View decision -
Decision Reference DRN-4254148
31 Aug 2023 Bank of Scotland Plc UpheldMortgagesDRN-4254148 The complaint Mr and Mrs O have complained about a mortgage they held with Bank of Scotland plc trading as Halifax. Their complaint can be summarised into the following points: The interest rate they were charged on their mortgage. How a field agent treated them in June 2019.... (10 pages)View decision -
Decision Reference DRN-4225976
31 Aug 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4225976 The complaint Mr D and Ms M are unhappy with how Astrenska Insurance Limited (Collinson) handled their claim. What happened Mr D and Ms M had an annual travel insurance policy underwritten by Collinson, a trading name of Astrenska. Unfortunately, they had to cancel a planned ho... (2 pages)View decision -
Decision Reference DRN-4324546
31 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4324546 The complaint Ms C complains that Lloyds Bank PLC has failed to make reasonable adjustments in how it communicates with her. What happened Ms C holds a credit card with Lloyds. In December 2021 she received an email asking her to make a payment to the account. Ms C had previous... (3 pages)View decision -
Decision Reference DRN-4324012
31 Aug 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4324012 The complaint Mrs L complains about the service she’s received following the transfer of her portfolio to Financial Administration Services Limited (“Fidelity”). What happened In 2019 Mrs L applied to transfer her investment portfolio to Fidelity, a decision made in part due to... (8 pages)View decision -
Decision Reference DRN-4326494
31 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4326494 The complaint Mrs W complained because Santander UK plc refused to refund her for transactions on her credit card totalling £2,628.50, which she said she didn’t make. What happened On 30 April 2022, Mrs W received an email from Santander, saying that 90% of her cr... (7 pages)View decision -
Decision Reference DRN-4063498
31 Aug 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4063498 The complaint Mr D complains about the acts of Mr Y. He says that Mr Y was involved in the advice which resulted in the switch of his pensions to a self-invested personal pension (SIPP) to invest through a discretionary fund manager (DFM) – SVS Securities PLC (SVS). He says Pi ... (13 pages)View decision -
Decision Reference DRN-4297326
31 Aug 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4297326 The complaint Mr and Mrs M are unhappy with the way in which Chaucer Insurance Company Designated Activity Company handled a claim made on their travel insurance policy and the medical assistance provided whilst they were abroad. They’re also unhappy that certain claimed expens... (5 pages)View decision -
Decision Reference DRN-4326751
31 Aug 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4326751 The complaint Mr S complained that inaccurate advice by Hastings Insurance Services Limited (“Hastings”) triggered the collapse of his house sale and led to financial consequences for him. Hastings were acting as broker to Mr S in the provision of his home insurance needs. What... (8 pages)View decision
