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 120614 results
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Decision Reference DRN-3712891
26 Sep 2022 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3712891 The complaint Mr J complains about delays caused by James Hay Administration Company Ltd (JH) in transferring his SIPP funds to enable him to set up his annuity. What happened Mr J said he took financial advice and set up two Self-invested Personal Pensions (SIPPS) with JH in t... (11 pages)View decision -
Decision Reference DRN-3719660
26 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3719660 The complaint Mr S and Mrs W are unhappy with the amount AXA Insurance UK Plc (AXA) has paid in settlement of a claim they made under their home insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (6 pages)View decision -
Decision Reference DRN-3639031
26 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3639031 The complaint Mr W complains that since the migration of his account – from a previous provider to ITI Capital Limited (“ITI”) – he’s been unable to access his account, withdraw funds and/or manage his holdings. Due to the ongoing account access difficulties, Mr W requested to ... (5 pages)View decision -
Decision Reference DRN-3618337
26 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3618337 The complaint Mr H complains ITI Capital Limited (“ITI Capital”) failed to provide a working trading platform when it took over his investment account and then took too long to transfer out his account. What happened Mr H told us he never got full use of his account due to tech... (3 pages)View decision -
Decision Reference DRN-3691370
26 Sep 2022 Santander UK Plc UpheldInsuranceDRN-3691370 The complaint Mrs B has complained that Santander UK Plc mis-sold her a personal loan payment protection insurance (PPI) policy. What happened Mrs B arranged the loan over the internet in September 2011 and was sold PPI at the same time. Our adjudicator upheld the complaint. Sa... (2 pages)View decision -
Decision Reference DRN-3716606
26 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3716606 The complaint Mr T complains that Shawbrook Bank Limited irresponsibly lent him money that he couldn’t afford to repay. What happened Shawbrook provided Mr T with a loan for £10,000 on 30 July 2018. The period of the loan was 60 months and the monthly repayment was £225.74. The... (4 pages)View decision -
Decision Reference DRN-3397425
26 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3397425 The complaint Mr H complains about how Aviva Insurance Limited handled his claim after his car was damaged in an accident. He’s unhappy about how the solicitors Aviva appointed dealt with his claim and with the level of communication he received from Aviva and the solicitors. W... (5 pages)View decision -
Decision Reference DRN-3719649
26 Sep 2022 HDI Global SE UpheldInsuranceDRN-3719649 The complaint Mr B has complained about his let property insurer HDI Global SE regarding a claim he made to it when his property was damaged by a water leak. What happened There was a leak from the flat above Mr B’s property in June 2020. Mr B reported it straightaway but seemi... (4 pages)View decision -
Decision Reference DRN-3665492
26 Sep 2022 Covea Insurance plc UpheldInsuranceDRN-3665492 The complaint Mr D complains that Covea Insurance plc have declined his claim for damage to his garden fence after some trees fell on it during a storm. What happened Mr D held a buildings insurance policy with Covea. In February 2022 Mr D made a claim under the policy as his ... (3 pages)View decision -
Decision Reference DRN-3667175
26 Sep 2022 National House-Building Council UpheldInsuranceDRN-3667175 The complaint Mr and Mrs T complain about the settlement offered by National House-Building Council (NHBC) under a building warranty claim. What happened Mr and Mrs T’s property had a ten-year building warranty. They notified NHBC of water ingress through their roof at the fron... (3 pages)View decision
