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 125299 results
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Decision Reference DRN-4049689
19 May 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4049689 The complaint Mr H says Scottish Widows Limited is responsible for providing him with incorrect information about the value of his pension income. He says this led him to take decisions about his retirement based on flawed information which will have serious consequences for hi... (4 pages)View decision -
Decision Reference DRN-4107887
19 May 2023 Vitality Health Limited UpheldInsuranceDRN-4107887 The complaint Mr T complains that Vitality Health Limited has turned down an NHS cash benefit claim he made on a private medical insurance policy. What happened In December 2021, Mr T visited his local hospital with severe abdominal pain. He was prescribed antibiotics. However,... (3 pages)View decision -
Decision Reference DRN-4108617
19 May 2023 Think Money Limited UpheldBanking and PaymentsDRN-4108617 The complaint Mr M complains that Think Money Limited didn’t provide him with the service it should have when he wanted to pay money into his account. What happened Mr M says he visited the Post Office on several occasions to deposit £1,000 into his Think Money account but was ... (2 pages)View decision -
Decision Reference DRN-4135787
19 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4135787 The complaint Mr R complains that ReAssure Limited has refused to backdate his pension payments to his 65 th birthday. Mr R has been helped in this complaint by his independent financial adviser (“IFA”). What happened Mr R had a personal pension with Legal & General (“L&... (4 pages)View decision -
Decision Reference DRN-3869874
19 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3869874 The complaint Mr and Mrs P are unhappy that AA Underwriting Insurance Company Limited declined their home insurance claim. What happened Mr and Mrs P had a home insurance policy with AA. They noticed some damp in their property and a plumber located a leak from a pipe. Mr and M... (2 pages)View decision -
Decision Reference DRN-4053771
19 May 2023 Gain Credit LLC UpheldConsumer CreditDRN-4053771 The complaint Mrs W had a credit facility with Gain Credit LLC, trading as Drafty. Mrs W says she paid it off late September 2020. Drafty says she still owes it money. The complaint by Mrs W relates to poor management of the account including her credit file records. What happe... (12 pages)View decision -
Decision Reference DRN-4124740
19 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4124740 The complaint Mr K and Mrs P have complained about their home insurer AXA Insurance UK Plc because whilst it started to repair their home after a water leak, it then stopped and paid them a settlement, which Mr K believes is insufficient, for the remaining work. The claim has m... (4 pages)View decision -
Decision Reference DRN-4131519
19 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4131519 The complaint Mr W has complained about the delays caused by ReAssure Limited when he was taking the benefits from his pension. What happened I issued my provisional decision on this complaint on 3 May 2023. The background and circumstances to the complaint and the reasons why ... (5 pages)View decision -
Decision Reference DRN-4120686
19 May 2023 Bank of Scotland Plc UpheldMortgagesDRN-4120686 The complaint Mr and Mrs R complain that Bank of Scotland plc treated them unfairly when it failed to change the interest rate on their mortgage in 2017. What happened The background to this complaint is well known to both Mr and Mrs R and Bank of Scotland, so I don’t intend to... (6 pages)View decision -
Decision Reference DRN-4127640
19 May 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4127640 The complaint Mrs J complains that Marks & Spencer Financial Services Plc (“MSFS”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford. What happened In January 2007, Mrs J applied for a credit card with MSFS. She was given an... (3 pages)View decision
