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 121668 results
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Decision Reference DRN-3897453
12 Jan 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3897453 The complaint Mr G and Miss W complain DAS Legal Expenses Insurance Company Limited (DAS) has unfairly handled their claim for LEI cover. Because the legal claim relates to Mr G, for ease, I have referred to him throughout. What happened The circumstances of this complaint are ... (4 pages)View decision -
Decision Reference DRN-3725615
12 Jan 2023 Sterling Wealth Ltd UpheldPensions and AnnuitiesDRN-3725615 The complaint Mr S complains about the advice he received from Sterling Wealth Ltd to transfer his personal pension to a Self-invested Personal Pension (“SIPP”). He says the advice was not in line with his attitude to risk. What happened In 2017, Mr S was advised to transfer th... (4 pages)View decision -
Decision Reference DRN-3874713
12 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3874713 The complaint Mr C has complained about his car insurer esure Insurance Limited (Esure) regarding the settlement it made to him after his car was damaged in an accident. What happened Mr C had an accident in late January 2022. He had a previous accident in November 2021, the da... (3 pages)View decision -
Decision Reference DRN-3856225
12 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3856225 The complaint Mrs F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In 2016 Mrs F applied for an Aqua credit card. In the application, Mrs F said she was employed e... (3 pages)View decision -
Decision Reference DRN-3897282
12 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3897282 The complaint Ms D complains Bank of Scotland plc trading as Lloyds Bank incorrectly played a recorded message that accused her of being an abusive caller, and suggested her account was at risk of being closed. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-3827389
12 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3827389 The complaint Miss A says a Santander UK Plc error prevented her from using her 2021/22 ISA allowance in full. And the service it has provided whilst trying to resolve this has not been good enough. What happened Miss A went into one of Santander’s branches on 24 February 2022 ... (2 pages)View decision -
Decision Reference DRN-3757536
12 Jan 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3757536 The complaint Mrs G has complained that Aviva Life & Pensions UK Limited (“Aviva”) cancelled the life policy she held jointly with her late husband, because they said Mr G hadn’t completed the health and lifestyle questions accurately when they bought it. And they declined... (3 pages)View decision -
Decision Reference DRN-3617511
12 Jan 2023 Grove Pension Solutions Limited UpheldPensions and AnnuitiesDRN-3617511 The complaint Mr M complains about the advice Grove Pension Solutions Limited gave to transfer 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 caused a financial loss... (13 pages)View decision -
Decision Reference DRN-3852916
12 Jan 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3852916 The complaint Mr G is unhappy about the service he received from The Co-operative Bank Plc (Co-op), in particular that a message was left on his answering machine for his late wife regarding payments he’d made in branch. What happened Mr G held a joint bank account with his wif... (2 pages)View decision -
Decision Reference DRN-3861735
12 Jan 2023 UK Credit Limited UpheldConsumer CreditDRN-3861735 The complaint Mr C complains UK Credit Limit irresponsibly lent to him. What happened UK Credit approved Mr C for a £5,000 loan in July 2011. The term of the loan was 60 months, with repayments of effectively £200 per month. Mr C says UK Credit lent this loan irresponsibly to h... (3 pages)View decision
