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 128085 results
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Decision Reference DRN-4194656
16 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4194656 The complaint Mrs S is unhappy that Clydesdale Bank Plc, trading as Virgin Money, didn’t provide her information she needed to be able to login to her account in a timely manner, which she feels resulted in her being unable to transfer the money held in her Virgin account to a ... (3 pages)View decision -
Decision Reference DRN-4118687
16 Jun 2023 West Bay Insurance Plc UpheldInsuranceDRN-4118687 The complaint Mr B complains that West Bay Insurance Plc deducted more than one excess when he claimed under his pet insurance policy. He also complains about its handling of his claims. My references to West Bay include the agent it uses to handle claims on its behalf. What ha... (3 pages)View decision -
Decision Reference DRN-4189038
16 Jun 2023 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4189038 The complaint Mr B and Mrs M complain about the service Mortgage Advice Bureau Limited (MAB) provided when they were arranging a mortgage for them. They say MAB caused their house purchase to fall through. And they had to buy a more expensive property with a different mortgage ... (4 pages)View decision -
Decision Reference DRN-4102489
16 Jun 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4102489 The complaint Mr T is complaining that Scottish Widows Limited (Scottish Widows) caused a delay in making a drawdown payment to him from his pension. He is also complaining that the results of a subject access request (SAR) he made were delayed. What happened Mr T wrote to Scot... (3 pages)View decision -
Decision Reference DRN-4120014
16 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4120014 The complaint Mr A complains about Ageas Insurance Limited’s handling of a claim he made under his home insurance policy. What happened In mid-2022, Mr A made a claim under his home insurance policy with Ageas after an airline lost his luggage. Mr A said he’d made a claim with ... (3 pages)View decision -
Decision Reference DRN-3903292
16 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3903292 The complaint Mr W complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (41 pages)View decision -
Decision Reference DRN-4115503
16 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4115503 The complaint Mrs C complains that Aviva Insurance Limited (Aviva) declined a claim for a broken door lock under her home emergency policy. What happened Mrs C says the front door lock at her home broke, which meant it couldn’t be used. She had to use a rear gate in order to ac... (3 pages)View decision -
Decision Reference DRN-4193000
16 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4193000 The complaint Ms R complains NewDay Limited trading as Aqua has declined claims she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I made a provisional decision on this complaint on 26 May 2023, in which I said I was minded to uphold Ms R’s comp... (16 pages)View decision -
Decision Reference DRN-3848396
16 Jun 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3848396 The complaint Mr O complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G Plc”). Mr O says he was misled that the bond was a secure investment – but has since lost his money as the bond issuer has gone into administration. What happe... (9 pages)View decision -
Decision Reference DRN-4118947
16 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4118947 The complaint Mr D and Miss J complain that Inter Partner Assistance SA (IPA) hasn’t fully settled a lost baggage claim they made on a travel insurance policy. As Mr D brought the complaint to us, for ease, I’ve referred mainly to him. What happened The background to this compl... (3 pages)View decision