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-4113096
20 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4113096 The complaint Mr and Mrs K complain that Royal & Sun Alliance Insurance Limited (‘RSA’)’s settlement offer for a claim under their home insurance was unfair. Both Mr and Mrs K are named policyholders on their RSA policy, so any claim or complaint is brought by them both. Bu... (4 pages)View decision -
Decision Reference DRN-4074542
20 Jun 2023 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4074542 The complaint Mr W complains about the advice JLT Wealth Management Limited (JLT) gave to him concerning transferring the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has ... (7 pages)View decision -
Decision Reference DRN-4199830
20 Jun 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4199830 The complaint Mrs B is unhappy ongoing adviser charges totalling £5972.42 were taken from her Self- Invested Personal Pension (SIPP) after she told Quilter Financial Services Ltd she no longer required ongoing advice. What happened In August 2018 Mrs B had transferred her defin... (4 pages)View decision -
Decision Reference DRN-4041376
20 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4041376 The complaint Mr B has complained about the quality of repairs carried out to his car when he made a claim under his car insurance policy to Aviva Insurance Limited. He’s also unhappy that damage was missed, and if it had been included in the first estimate for repairs, his car... (2 pages)View decision -
Decision Reference DRN-3643926
20 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3643926 The complaint A company I’ll call L complains that Santander UK PLC (Santander) unfairly blocked its account and made it unnecessarily difficult for the block to be lifted. L is represented by one of its directors, Mr W. What happened The full history of this complaint is known... (3 pages)View decision -
Decision Reference DRN-4200263
20 Jun 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4200263 The complaint Mr I is unhappy with how Shop Direct Finance Company Limited have engaged with him about his retail account. Mr I feels he’s been treated unfairly by Shop Direct because they did not properly take into account his circumstances when dealing with him. What happened... (4 pages)View decision -
Decision Reference DRN-4064167
20 Jun 2023 HDI Global Specialty SE UpheldInsuranceDRN-4064167 The complaint Mr F and Mrs F complain that HDI Global Specialty SE (HDI) has unfairly declined a home insurance claim after their home was damaged by fire. Mr F and Mrs F are being represented by a third party but for ease of reading I will refer only to Mr F in my decision. Wh... (5 pages)View decision -
Decision Reference DRN-4199928
20 Jun 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4199928 The complaint Mr H complains that Scottish Widows Limited (Scottish Widows) partially suspended online access to his pension, impacting on his ability to effectively manage his funds. What happened In mid-August 2022, Scottish Widows partially suspended its online system access... (3 pages)View decision -
Decision Reference DRN-4090018
20 Jun 2023 abrdn Investments Limited UpheldInvestmentsDRN-4090018 The complaint Mrs C has complained about the service received from Aberdeen Asset Managers Limited (trading as Abrdn “Aberdeen”). She says she wanted to sell part of one of her holdings in her ISA held with it. She wanted to keep the proceeds of the sale within the ISA, to be r... (8 pages)View decision -
Decision Reference DRN-4199620
20 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4199620 The complaint Miss D complains that Santander UK Plc has unfairly recorded a default on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Miss D had a student account with attached overdra... (3 pages)View decision
