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 121876 results
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Decision Reference DRN-3772287
25 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-3772287 The complaint Mrs B is unhappy The Royal London Mutual Insurance Society Limited (trading as Scottish Provident) declined her claim. Mrs B is represented in this complaint, but for ease I’ll refer to all submissions being made by Mrs B. What happened Mrs B had an income protect... (5 pages)View decision -
Decision Reference DRN-3731368
25 Oct 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3731368 The complaint Ms W is unhappy that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) declined a part of her travel insurance claim. What happened Ms W took out an annual multi-trip travel insurance policy on 24 January 2020 to cover a two-month tr... (7 pages)View decision -
Decision Reference DRN-3423020
25 Oct 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3423020 The complaint Mrs M complains that Bank of Scotland plc (BoS) hasn’t refunded a payment of £49.99 which she says she didn’t make. What happened Both parties are aware of the details of what has happened, so I won’t go into too much detail here. In summary, Mrs M gave her debit ... (3 pages)View decision -
Decision Reference DRN-3290340
25 Oct 2022 Lemonade LLP UpheldPensions and AnnuitiesDRN-3290340 The complaint Mr P complains about the suitability of the advice and level of service provided by Lemonade LLP trading as Informed Pensions (“Informed Pensions”). He complains that Informed Pensions advised him to start an unsuitable self-invested personal pension (“SIPP”) prov... (6 pages)View decision -
Decision Reference DRN-3290349
25 Oct 2022 Parmenion Capital Partners LLP UpheldPensions and AnnuitiesDRN-3290349 The complaint Mr P complains about the poor level of service and misleading information provided by Parmenion Capital Partners LLP (“Parmenion”) in connection with his self-invested personal pension (“SIPP”). Specifically, Mr P is unhappy that Parmenion told him money held in h... (5 pages)View decision -
Decision Reference DRN-3684923
25 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3684923 Complaint Mr R is unhappy with Santander UK Plc’s decision to close his account and return money that he says was sent to him in connection with the sale of cryptocurrency. Background Mr R had an account with Santander. He says that in January 2021 he agreed to sell Bitcoin. He... (3 pages)View decision -
Decision Reference DRN-3261579
25 Oct 2022 Match the Cash Limited UpheldConsumer CreditDRN-3261579 The complaint Mrs K complains Match the Cash Limited trading as Guarantormyloan.tv irresponsibly lent to her. Mrs K is represented by a claims management company. For ease, I’ll refer to all submissions as if they were made directly by her. What happened Match the Cash approved... (5 pages)View decision -
Decision Reference DRN-3722234
25 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3722234 The complaint A company that I’ll refer to as P has complained about the way AXA Insurance UK Plc settled its business interruption insurance claim. Mr T, a director of P, has complained on P’s behalf through a representative. For ease of reading, I’ll refer to P throughout. Wh... (3 pages)View decision -
Decision Reference DRN-3436357
25 Oct 2022 Hiscox Insurance Company Limited UpheldInsuranceDRN-3436357 The complaint Mr G complains that Hiscox Insurance Company Limited (“Hiscox”) declined a claim he made on his home insurance policy for a stolen bicycle. What happened In July 2021 Mr G called the police to report a break in at his property. He reported various items were stole... (3 pages)View decision -
Decision Reference DRN-3625542
25 Oct 2022 Investec Wealth & Investment Limited UpheldInvestmentsDRN-3625542 The complaint The executors for Mr M’s estate complain about advice he received from Investec Wealth & Investment Limited when he set up an offshore investment bond. The bond was gifted to a trust after being set up. Mr M’s executors are also the trustees for that trust. Wh... (4 pages)View decision
