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 122405 results
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Decision Reference DRN-3860919
8 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3860919 The complaint Mr and Mrs M are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) decision to avoid their buildings and contents insurance policy. Any references to RSA include its agents. What happened Mr M and Mrs M held a combined buildings and contents policy w... (3 pages)View decision -
Decision Reference DRN-4007348
8 Mar 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4007348 The complaint Mr M complains about Accredited Insurance (Europe) Ltd’s (“Accredited”) decision to decline his claim under his car insurance policy. Accredited are the insurers of Mr M’s policy. Part of this complaint concerns the actions of an agent. As Accredited have accepted... (4 pages)View decision -
Decision Reference DRN-3990505
8 Mar 2023 AXG Advice Ltd UpheldPensions and AnnuitiesDRN-3990505 The complaint Mr H complains that AXG Advice Ltd (trading as AXG Asset Management Ltd at the time) advised him to invest his pension in funds that were unsuitable and not in line with his attitude to risk. Mr H says this has resulted in him suffering a financial loss. Mr H also... (7 pages)View decision -
Decision Reference DRN-3744424
8 Mar 2023 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3744424 The complaint Mrs C complains that Facet Investment Management Ltd changed the way her pension was invested, meaning she was exposed to a higher level of risk than was suitable for her circumstances. What happened Mrs C has been a client of Facet since 2010. Her husband has a s... (6 pages)View decision -
Decision Reference DRN-3744409
8 Mar 2023 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3744409 The complaint Mr C complains that Facet Investment Management Ltd changed the way his pension was invested, meaning he was exposed to a higher level of risk than was suitable for his circumstances. What happened Mr C has been a client of Facet since 2010. His wife has a similar... (6 pages)View decision -
Decision Reference DRN-4007992
8 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4007992 The complaint A company I’ll call R complains that Metro Bank PLC (Metro) blocked and closed its account without notice and without explaining why. It said it was left without banking services for 2 months as a result, which caused it to suffer serious harm. To put things right... (5 pages)View decision -
Decision Reference DRN-3967367
8 Mar 2023 Yorkshire Building Society UpheldBanking and PaymentsDRN-3967367 The complaint Mrs H complains that Yorkshire Building Society (‘YBS’) wrongly flagged her account as dormant. What happened Mrs H opened an account with YBS in May 2001. YBS says that the last transaction on the account was in July 2015 and that, following changes in the releva... (3 pages)View decision -
Decision Reference DRN-3724455
8 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3724455 The complaint Mr A complains that Aviva Life & Pensions UK Limited (Aviva) failed to provide him with an accurate valuation of his personal pension. And that it also failed to explain the reason that his pension valuation decreased significantly. What happened Mr A has a pe... (7 pages)View decision -
Decision Reference DRN-4009112
8 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4009112 The complaint Mr I is a sole trader. He complains that National Westminster Bank Plc (“NatWest”) has asked him to repay his Bounce Back Loan, even though his business hasn’t recovered following the coronavirus pandemic. What happened Mr I borrowed £5,000 from NatWest under the ... (3 pages)View decision -
Decision Reference DRN-3899808
8 Mar 2023 Paragon Bank Plc UpheldBanking and PaymentsDRN-3899808 The complaint Mr W is unhappy that Paragon Bank Plc delayed sending him his money after he closed his account. What happened Mr W gave notice to Paragon that he wanted to close his 120-day notice account. Paragon confirmed to Mr W that his account would be closed and that he wo... (2 pages)View decision
