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 121115 results
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Decision Reference DRN-3903994
21 Feb 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3903994 The complaint Mrs B complains that the advice she was given in 2017 by Capital Professional Limited (CPL), to transfer her existing Self-Invested Personal Pension (SIPP) into an alternative SIPP arrangement, and then invest those funds with a Discretionary Fund Manager (DFM) wa... (8 pages)View decision -
Decision Reference DRN-3945336
20 Feb 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3945336 The complaint Mr M complains that HSBC UK Bank Plc lent to him irresponsibly. What happened Mr M was given a loan of £12,000 by HSBC in July 2019. The loan was due to be repaid in 60 months by monthly instalments of £290.21. The total amount repayable was £17,412.80. Mr M compl... (3 pages)View decision -
Decision Reference DRN-3976073
20 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3976073 The complaint Mr D complains about AXA Insurance UK Plc (“AXA”) for declining his claim for damage to his home during a storm. He wants AXA to settle his claim. What happened Mr D lives in a period property. He insured his home with AXA. In February 2022, Storm Eunice hit the a... (3 pages)View decision -
Decision Reference DRN-3952649
20 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3952649 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) have removed his online access to his credit card, to app only, and the app wasn’t compatible with his mobile phone. He also complains that Virgin hasn’t made reasonable adjustments for his a... (5 pages)View decision -
Decision Reference DRN-3975554
20 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3975554 The complaint Mrs M and Mr M complain about a Bank of Scotland plc error that resulted in cheques being returned and the loss of on-line account access. What happened I issued my provisional decision on this complaint on 16 February 2023, and this is what I said: I’ve considere... (3 pages)View decision -
Decision Reference DRN-3972171
20 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3972171 The complaint Miss F complains that Monzo Bank Ltd (Monzo) won’t refund transactions on her account which she didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key point... (3 pages)View decision -
Decision Reference DRN-3975523
20 Feb 2023 Aviva Insurance Limited UpheldInsuranceDRN-3975523 The complaint C, a mutual society, has complained that Aviva Insurance limited didn’t settle its business interruption insurance claim in full. Mr W, an officer of C, has brought the case on its behalf. What happened C runs a club. It held business interruption insurance with A... (6 pages)View decision -
Decision Reference DRN-3952949
20 Feb 2023 County Insurance Consultants Limited UpheldInsuranceDRN-3952949 The complaint A company I will refer to as T complains that County Insurance Consultants Limited (County) mis-sold a commercial motor insurance policy resulting in a declined claim, and inadequate cover that is in place until 2024. What happened T made a claim as a result of a ... (3 pages)View decision -
Decision Reference DRN-3966387
20 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3966387 The complaint Mrs T complains that Aviva Life and Pensions UK Limited quoted incorrect figures concerning the amount of tax-free cash she could expect to receive from her pension. What happened Mrs T held a pension with Aviva. Ahead of her retirement, Aviva sent her a quote sta... (2 pages)View decision -
Decision Reference DRN-3975996
20 Feb 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3975996 The complaint Ms S is unhappy with AXA PPP Healthcare Limited’s handling of her claim. What happened Ms S had private medical insurance with AXA. In May 2021, she contacted AXA to arrange a follow up/diagnostic mammogram having been told there were some anomalies with her breas... (2 pages)View decision
