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 125400 results
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Decision Reference DRN-4130818
2 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4130818 The complaint Mr R has complained about his home insurer AXA Insurance UK Plc regarding its handling of his claim made when a water leak occurred at his home. What happened Mr R and his family returned home on 18 August 2022 after a short holiday to find a mains pipe in the upp... (3 pages)View decision -
Decision Reference DRN-4270613
2 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4270613 Complaint Mrs S has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs S with a loan for £800 in June 2022. This loan had an APR of 769.9% and an 18-month term. This all meant the total amount repayable of £2,959.92, w... (4 pages)View decision -
Decision Reference DRN-4278583
1 Aug 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4278583 The complaint Miss S has complained about Madison CF UK Limited (trading as 118 118 Money) holding her liable for a debt which she says was the result of ID theft. What happened This complaint surrounds an unsecured personal loan of £5,000, taken out in Miss S’s name in mid-202... (4 pages)View decision -
Decision Reference DRN-4275725
1 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4275725 The complaint Mr O complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around early 2012, Mr O was approac... (41 pages)View decision -
Decision Reference DRN-4234341
1 Aug 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4234341 The complaint Mrs G complains that a business that has now become part of The Royal London Mutual Insurance Society Limited (RL) gave her unsuitable advice to purchase a Free Standing Additional Voluntary Contribution (FSAVC) plan. Mrs G is represented in her complaint by a com... (6 pages)View decision -
Decision Reference DRN-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision -
Decision Reference DRN-4275556
1 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4275556 The complaint Mrs J complains about the standard of service and the settlement payment offered by Advantage Insurance Company Limited (Advantage) following a claim she made under her motor insurance policy. Mrs J is represented by her son Mr J in her complaint. I will refer to ... (5 pages)View decision -
Decision Reference DRN-4247685
1 Aug 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4247685 The complaint Mrs H is unhappy with the service she received from Rock Insurance Services Limited. What happened Mrs H took out travel insurance when she booked a holiday. Rock Insurance Services Limited arranged the policy on the insurer’s behalf. She had a holiday booked for ... (3 pages)View decision -
Decision Reference DRN-3998038
1 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3998038 The complaint Mrs T complains that National Westminster Bank Plc (“NatWest”) allowed her ex-partner to close a frozen joint current account. This caused a great deal of stress and anxiety and resulted in a declined travel insurance claim. What happened As I said in the provisio... (3 pages)View decision -
Decision Reference DRN-4222993
1 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4222993 The complaint A limited company, which I’ll refer to as “G”, complains that HSBC UK Bank Plc mis-used the personal data of its Director. Ms O, G’s Director, represents G in bringing its complaint. What happened Ms O, in her capacity as Director, is linked to G’s account with HS... (3 pages)View decision
