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 119142 results
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Decision Reference DRN-3737446
5 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3737446 The complaint Mr W complains National Westminster Bank Plc (“NatWest”) won’t allow him to add his son to his account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on the reasons for my decisio... (2 pages)View decision -
Decision Reference DRN-3646337
5 Oct 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3646337 The complaint Mr W complains that Aviva Life & Pensions UK Limited failed to pay an income payment from his pension savings in a timely manner. As a result of that delay, the income he received was paid in a subsequent tax year to that he intended. What happened Mr W has be... (4 pages)View decision -
Decision Reference DRN-3646360
5 Oct 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3646360 The complaint Mrs W complains that Aviva Life & Pensions UK Limited failed to pay an income payment from her pension savings in a timely manner. As a result of that delay, the income she received was paid in a subsequent tax year to that she intended. What happened Mrs W ha... (4 pages)View decision -
Decision Reference DRN-3726939
5 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3726939 The complaint Mr M says Admiral Insurance (Gibraltar) Limited didn’t pay him enough for his written-off car when he made a claim on his motor insurance policy. What happened Admiral initially offered Mr M £2,685. He said his research showed similar cars advertised for sale from... (2 pages)View decision -
Decision Reference DRN-3352360
5 Oct 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3352360 The complaint Mr C has complained about the way Great Lakes Insurance SE (Great Lakes) dealt with a claim he made on his legal expenses insurance policy. All references to Great Lakes include its agents. What happened Mr C has been involved in several disputes with his neighbo... (7 pages)View decision -
Decision Reference DRN-3737134
5 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3737134 The complaint Mr A and Mrs V complain that HSBC UK Bank Plc (trading as First Direct) failed to switch their account with another bank. What happened In late 2021, Mr A and Mrs V applied for a joint account with First Direct. They requested that their payments and balance be tr... (2 pages)View decision -
Decision Reference DRN-3610206
5 Oct 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3610206 The complaint Mrs O complains about a claim she made under a mobile phone insurance policy with Assurant General Insurance Limited. What happened At the end of March 2022 Mrs O let her daughter use her phone on a night out as she wanted to take quality photographs. Mrs O was to... (3 pages)View decision -
Decision Reference DRN-3729705
5 Oct 2022 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3729705 The complaint Mrs H complains that Legal and General Assurance Society Limited (L&G) incorrectly requested the full value of her self-invested personal pension (SIPP) from her SIPP provider. This caused her to suffer financial losses. Mrs H is represented by Mr H. What happ... (7 pages)View decision -
Decision Reference DRN-3649776
5 Oct 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3649776 The complaint Ms S complains that Klarna Bank AB (publ) (“Klarna”) were wrong to report a default to the credit reference agencies. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my rea... (2 pages)View decision -
Decision Reference DRN-3706469
5 Oct 2022 Acasta European Insurance Company Limited UpheldInsuranceDRN-3706469 The complaint Mrs R has complained about damage to her furniture which she says hasn’t been properly repaired by agents appointed by the insurer Acasta European Insurance Company Limited. Mrs R claimed under a five year warranty policy she purchased in 2019 when she bought a th... (3 pages)View decision
