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 121877 results
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Decision Reference DRN-3932508
30 Jan 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3932508 The complaint Mr A’s complaint is about the maturity value of a mortgage endowment policy with Aviva Life & Pensions Limited. He is unhappy that the maturity value hasn’t been paid to him as Aviva wants proof of address that he can’t provide. What happened At the end of Mar... (4 pages)View decision -
Decision Reference DRN-3700026
30 Jan 2023 Financial Administration Services Limited UpheldInvestmentsDRN-3700026 The complaint Mrs A complains about the service received from Financial Administration Services Limited (“Fidelity”). She says Fidelity delayed the transfer of her holdings to it from a third-party and this caused her distress and inconvenience in having to chase this up. Mrs A... (3 pages)View decision -
Decision Reference DRN-3871604
28 Jan 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3871604 The complaint Mrs E complains that HSBC UK Bank Plc failed to explain the implications of a loan payment holiday on her credit file. What happened Mrs E says she agreed a loan repayment holiday with HSBC for December 2021 and January 2022. She says HSBC didn’t explain the impli... (3 pages)View decision -
Decision Reference DRN-3416697
27 Jan 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3416697 The complaint Miss S complained about advice given by a tied adviser from a predecessor business of Aviva Life & Pensions UK Limited (“Aviva”) to take out a Free-Standing Additional Voluntary Contribution (FSAVC) plan. For ease, I’ll refer only to Aviva as the relevant busi... (6 pages)View decision -
Decision Reference DRN-3702186
27 Jan 2023 Sesame Limited UpheldInvestmentsDRN-3702186 The complaint Mrs J complains to Sesame Limited (Sesame) she was sold an unsuitable life assurance policy. What happened In 2015, Mrs J was contacted by a representative of Sesame to review her life assurance policy. As a result, Mrs J replaced her existing policy at the time w... (4 pages)View decision -
Decision Reference DRN-3884553
27 Jan 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3884553 The complaint Mrs B’s complaint is about Santander Consumer (UK) Plc’s response to dealing with problems she’s had with a car it supplied to her under a conditional sale agreement. What happened Mrs B entered into a conditional sale agreement with Santander so she could get a c... (3 pages)View decision -
Decision Reference DRN-3880536
27 Jan 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3880536 Complaint Miss S is unhappy that TSB Bank plc (“TSB”) recorded a fraud prevention marker against her. Background During the period between April 2022 and June 2022, Miss S’ TSB account received 37 payments totalling around £601 from another of TSB’s customers who I’ll refer to ... (3 pages)View decision -
Decision Reference DRN-3724964
27 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3724964 The complaint Mrs and Mr M complain that Aviva Insurance Limited declined their private medical insurance claim and won’t refund the policy premiums. What happened Mrs and Mr M had private medical insured by Aviva and its predecessor for many years. In November 2021 Mr M called... (3 pages)View decision -
Decision Reference DRN-3919276
27 Jan 2023 UNUM Limited UpheldInsuranceDRN-3919276 The complaint Mr H has complained that Unum Limited declined the claim he made under his employer’s group income protection policy. What happened The facts of this complaint are well known to the parties so I won’t repeat them in detail here. In summary Mr H became absent from ... (3 pages)View decision -
Decision Reference DRN-3847529
27 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3847529 The complaint Mr B is unhappy HSBC UK Bank Plc hasn’t reimbursed funds he lost from investment scams. What happened Mr B completed an online enquiry and was contacted by three companies he believed were linked about investment opportunities. He invested with firm T, then firm A... (5 pages)View decision
