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 128535 results
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Decision Reference DRN-4306763
17 Aug 2023 Legal & General Partnership Services Limited UpheldInvestmentsDRN-4306763 The complaint Ms J says Legal & General Partnership Services Limited (L&G) mis-sold her term assurance (life) and income protection insurance policies. What happened In 2015, L&G advised Ms J to take out life insurance and income protection policies. The life insura... (6 pages)View decision -
Decision Reference DRN-4306698
17 Aug 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4306698 The complaint Mr A complains that The Royal Bank of Scotland Plc (“RBS”) has failed to refund £10,200 he lost to a safe account scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provide a b... (3 pages)View decision -
Decision Reference DRN-4236095
17 Aug 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4236095 The complaint Mr B complains that Building Block Insurance PCC Ltd didn’t provide assistance in line with the terms of his roadside assistance insurance when his car broke down. Where I refer to Building Block Insurance PCC Ltd this includes its claims handlers and agents actin... (2 pages)View decision -
Decision Reference DRN-4302958
17 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4302958 The complaint Ms P has complained that Advantage Insurance Company Limited (‘AIC’) has delayed in repairing her lease vehicle. What happened Ms P bought a motor insurance policy, underwritten by AIC, to insure her leased vehicle. In August 2022, the vehicle was involved in a ro... (4 pages)View decision -
Decision Reference DRN-4279130
17 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4279130 The complaint Mr S is a sole trader. He complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts ar... (2 pages)View decision -
Decision Reference DRN-4306224
17 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4306224 The complaint Mr B is unhappy that Bank of Scotland plc, trading as Halifax, couldn’t take payments he wanted to make to his credit card account. What happened In July 2022, Mr B called Halifax to pay the balance outstanding on his credit card but was unable to do because of an... (3 pages)View decision -
Decision Reference DRN-4139558
17 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4139558 The complaint Mr and Mrs E have complained that West Bay Insurance Plc have declined to cover all the losses they suffered when there was an escape of water in their home. West Bay are the underwriters of this policy ie the insurer. Part of this complaint refers to actions take... (4 pages)View decision -
Decision Reference DRN-3683412
17 Aug 2023 Montfort International Limited UpheldPensions and AnnuitiesDRN-3683412 The complaint Mr C complains about the suitability of the advice provided by Montfort International Limited (“Montfort”) in January 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a self-invested personal pension (“SIPP”). ... (15 pages)View decision -
Decision Reference DRN-4250632
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4250632 The complaint Mr and Mrs O have complained that U K Insurance Limited (‘UKI’) didn’t deal with or settle their claim fairly. What happened Mr and Mrs O have a travel insurance policy underwritten by UKI. Whilst they were abroad, Mrs O fell and sustained an injury. Mr O telephon... (3 pages)View decision -
Decision Reference DRN-4306473
17 Aug 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4306473 The complaint Miss L complains that DAS Legal Expenses Insurance Company Limited caused delays in reaching a decision on a claim under her legal expenses insurance policy, which prejudiced her position in the legal proceedings against her. She’s also unhappy with the decision i... (3 pages)View decision