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-4172428
9 Jun 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4172428 The complaint Mrs M complains about the advice she received from The Prudential Assurance Company Limited in 1998 to open a Free-Standing Additional Voluntary Contribution (FSAVC) pension plan. She says she should have been advised to contribute to the most suitable in-house Ad... (5 pages)View decision -
Decision Reference DRN-3962184
9 Jun 2023 Aviva Life Services UK Limited UpheldMortgagesDRN-3962184 The complaint Mrs B complains that Aviva Life Services UK Limited mis-sold an equity release mortgage. What happened In 2003, Norwich Union Life Services – which is now part of Aviva and I will refer to it as Aviva in my decision – recommended that Mrs B and her now late husban... (6 pages)View decision -
Decision Reference DRN-4138248
9 Jun 2023 Avantia Insurance Limited UpheldInsuranceDRN-4138248 The complaint Mr and Mrs S complain that Avantia Insurance Limited trading as HomeProtect gave them incorrect information in connection with a claim they made on their buildings insurance policy. What happened Mr S has led the complaint with this Service so I’ve referred to him... (3 pages)View decision -
Decision Reference DRN-4181187
9 Jun 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4181187 The complaint A limited company, which I’ll refer to as ‘E’, is unhappy that ClearBank Limited (“CB”), won’t reimburse money that E lost because of a scam. E has an account with Tide, which is provided by CB. As such, CB is the respondent business and reference to CB includes t... (4 pages)View decision -
Decision Reference DRN-4180873
9 Jun 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4180873 The complaint Mr O complains about the way Assurant General Insurance Limited dealt with a claim on his mobile phone insurance policy and the amount of compensation it has offered to him. What happened Mr O took out an insurance policy for a mobile phone that he bought for his ... (2 pages)View decision -
Decision Reference DRN-3903965
9 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3903965 The complaint Mr P says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when he fell victim to a cryptocurrency investment scam. He says Monzo should reimburse him for the money he lost. What happened The details of this case have been clearly set out by our Investigator. As... (6 pages)View decision -
Decision Reference DRN-3719786
9 Jun 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3719786 The complaint Mr M is unhappy that PayPal (Europe) Sarl et Cie SCA is holding him liable for a debt he says he didn’t agree to, nor benefit from. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr M held a... (3 pages)View decision -
Decision Reference DRN-3665802
9 Jun 2023 Clear Capital Markets Ltd UpheldPensions and AnnuitiesDRN-3665802 The complaint A representative complains on behalf of Mr B that Clear Capital Markets Limited (CCM) inappropriately invested a £5,856 dealing account within his SIPP in a small number of Alternative Investment Market (AIM) shares which were too volatile and lacked diversificati... (8 pages)View decision -
Decision Reference DRN-4164826
9 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4164826 The complaint Miss A complained that Madison CF UK Limited, trading as 118 118 Money (“Madison”) issued a notice of default and then unfairly registered the default on her credit file. She also complained that Madison didn’t offer appropriate support when she had financial diff... (4 pages)View decision -
Decision Reference DRN-4179337
9 Jun 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4179337 The complaint Mr G complains that American Express Services Europe Limited (AESEL) trading as American Express (‘Amex’) have not refunded him for a booking he made on his credit card. What happened Mr G booked hotel rooms in December 2019 costing in excess of £4,000. It was for... (6 pages)View decision