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 121115 results
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Decision Reference DRN-3801094
14 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3801094 The complaint Mr P has complained that AXA Insurance UK Plc (‘AXA’) declined part of his claim for storm damage to his home under his smallholder’s insurance policy. For the avoidance of doubt, in this decision, ‘AXA’ also includes its agents, representatives and loss adjusters... (6 pages)View decision -
Decision Reference DRN-3716292
14 Nov 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3716292 The complaint Miss R is unhappy that Lloyds Bank PLC cancelled an arrears repayment plan to which she’d agreed and then later defaulted her account. What happened Miss R had a personal loan with Lloyds, the terms of which included monthly repayments of £296.34 for 20 months, fr... (4 pages)View decision -
Decision Reference DRN-3802656
14 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3802656 The complaint Ms E complains about the way Santander UK Plc dealt with her claim for a refund of money she paid to a third party (“A”) using her credit card. What happened Ms E entered into a contract with A relating to release of a motorhome that was the subject of a chattel m... (4 pages)View decision -
Decision Reference DRN-3804329
14 Nov 2022 Wealthmasters Financial Management Ltd UpheldPensions and AnnuitiesDRN-3804329 The complaint Mr C complains that he was given unsuitable investment advice by Wealthmasters Financial Management Ltd (WFM). Mr C is being represented by a Claims Management Company (CMC). Any submissions by Mr C will include any submissions by the CMC. What happened As set out... (11 pages)View decision -
Decision Reference DRN-3758485
14 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3758485 The complaint E, a partnership complains that the way in which HSBC UK Bank Plc handled the closure of its business bank account led to reputational damage. E wants HSBC to pay its legal costs, pay money back to two of its clients, compensate it for reputational damage and prov... (3 pages)View decision -
Decision Reference DRN-3749045
14 Nov 2022 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3749045 The complaint Mrs P as the trustee of the P Trust complains that Legal and General Assurance Society Limited (L&G) didn’t accept a claim made under a term assurance policy. What happened Mr P took out a term assurance policy which commenced on 1 October 2019. Very sadly Mr ... (5 pages)View decision -
Decision Reference DRN-3735573
14 Nov 2022 MBNA Limited UpheldBanking and PaymentsDRN-3735573 The complaint Mr H complains about MBNA Limited’s actions following a series of disputed transactions on his credit card. What happened Mr H held a MBNA credit card. In September 2021, he reported fraud on the credit when he noticed it had been used without his consent. MBNA re... (4 pages)View decision -
Decision Reference DRN-3805441
14 Nov 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3805441 The complaint Mr M complains about the advice Zurich Assurance Ltd 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. Professio... (6 pages)View decision -
Decision Reference DRN-3773257
14 Nov 2022 Origen Financial Services Limited UpheldPensions and AnnuitiesDRN-3773257 The complaint Mr T complains about the lack of “services” he received from Origen Financial Services Limited (Origen) in respect of his self invested personal pension (SIPP). He believes Origen hasn’t provided the services for which he was charged and would like the fees to be ... (6 pages)View decision -
Decision Reference DRN-3783284
14 Nov 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3783284 The complaint Ms M and Mr W complain about Assurant General Insurance Limited’s (“Assurant”) handling of their claim under their mobile phone insurance. What happened Ms M’s mobile phone was damaged so she made a claim. This was accepted by Assurant and she was sent a replaceme... (3 pages)View decision
