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 128312 results
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Decision Reference DRN-4060380
6 Jul 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4060380 The complaint Mr P complains that, because of the problems that occurred with The Prudential Assurance Company Limited’s (Prudential) online systems when he asked an adviser to make a single contribution to his pension plan, it was allocated to the following tax year – which me... (9 pages)View decision -
Decision Reference DRN-4181439
6 Jul 2023 Euroins AD UpheldInsuranceDRN-4181439 The complaint Mr D is unhappy that Euroins AD didn’t accept a claim he made under his travel insurance policy. Euroins appointed another company, who I’ll call R, to handle the claim on its behalf. Euroins accepts responsibility for R. Any references to Euroins below also relat... (4 pages)View decision -
Decision Reference DRN-3882053
6 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3882053 The complaint Mr F complains that Santander UK Plc transferred money out of his ISA that he didn’t agree to. He’d like to be adequately compensated for the distress this caused. What happened Mr F holds an ISA with Santander. His IFA submitted a request to transfer a partial ba... (2 pages)View decision -
Decision Reference DRN-4183260
6 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4183260 The complaint Ms A complains that Barclays Bank UK PLC (‘Barclays’) opened a second bank account for her without her consent and didn’t tell her it would conduct a credit check. She says this has led to her being declined credit. What happened On 4 April 2022, Ms A opened a bas... (3 pages)View decision -
Decision Reference DRN-4183043
6 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4183043 The complaint Ms S is a sole trader. She complains that National Westminster Bank Plc treated her unfairly by transferring her Bounce Back Loan (“BBL”) to a debt recovery company while a Pay As You Grow (“PAYG”) repayment holiday was in place. Ms S says that this error impacted... (4 pages)View decision -
Decision Reference DRN-4207357
6 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4207357 The complaint Mr W and Miss C have complained about their landlord home emergency insurer U K Insurance Limited (UKI) – it failed to assist them with a claim, so they think it’s mis-sold them their policies for their three let properties. What happened Mr W and Miss C were made... (2 pages)View decision -
Decision Reference DRN-3848275
6 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3848275 The complaint Mr M complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (37 pages)View decision -
Decision Reference DRN-4004322
6 Jul 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4004322 The complaint Mr W complains about the way Fairmead Insurance Limited trading as Legal and General [“Fairmead”] has handled a claim on his buildings insurance policy following subsidence at his property. What happened I issued a provisional decision on this matter on 26 May 202... (6 pages)View decision -
Decision Reference DRN-4098184
6 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4098184 The complaint Mrs T complains that Great Lakes Insurance SE didn’t pay for private treatment under her travel insurance policy. She’s also unhappy with the level of service she received. What happened For ease of reading, any reference to Great Lakes includes the actions of its... (4 pages)View decision -
Decision Reference DRN-4182071
6 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4182071 The complaint Mr X is unhappy with the way that AXA Insurance UK Plc dealt with his home insurance claim for fire damage to his property. Although most of the dealings in the claim were by loss adjusters, unless I say otherwise, for convenience I shall refer to AXA throughout. ... (9 pages)View decision