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 119142 results
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Decision Reference DRN-3556005
11 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3556005 The complaint Mr E complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database when it closed his account. What happened Mr E says that his account at Lloyds was closed in December 2017. But that he didn’t find out about the marker registered at tha... (2 pages)View decision -
Decision Reference DRN-3394589
11 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3394589 The complaint Mr H complains as an Executor of the estate of Mrs H about Aviva Insurance Limited’s (“Aviva”) decision to decline a claim under the late Mrs H’s home emergency insurance. What happened Mr H says a radiator at the late Mrs H’s home developed a leak so he contacted... (3 pages)View decision -
Decision Reference DRN-3484817
11 Jul 2022 WDP Insurance Limited UpheldInsuranceDRN-3484817 The complaint Mr D is unhappy that WDP Insurance Limited (WDP) declined his claim for loss under his mobile phone insurance policy. What happened Mr D explained the circumstances of his claim as follows: He bought a new phone and insurance while on holiday. He arranged for th... (4 pages)View decision -
Decision Reference DRN-3368013
11 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3368013 The complaint Mrs E complains about the service provided by Standard Life Assurance Limited (‘Standard Life’) when she contacted it about closing her Self Invested Personal Pension (SIPP). Mrs E says she has lost out financially due to the delay caused and Standard Life should ... (4 pages)View decision -
Decision Reference DRN-3560714
11 Jul 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3560714 The complaint Mrs C complains Advantage Insurance Company Limited (Advantage) unfairly declined her claim for repairs when she made a claim on her motor insurance policy There are several parties and representatives of Advantage involved throughout the complaint but for the pur... (3 pages)View decision -
Decision Reference DRN-3586408
11 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3586408 The complaint Mr and Mrs A have complained that AXA Insurance UK Plc (‘AXA’) unfairly declined their claim. What happened Mr and Mrs A have a travel insurance policy through their bank account, underwritten by AXA. They booked a trip abroad in August 2020 with a departure date ... (3 pages)View decision -
Decision Reference DRN-3322381
11 Jul 2022 Retirement Direct Limited UpheldPensions and AnnuitiesDRN-3322381 The complaint Mr M complains about the advice given by Retirement Direct Limited (“RDL”) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, take the maximum available tax free cash and purchase an annuity. He says the advice was unsuitable for... (8 pages)View decision -
Decision Reference DRN-3588277
11 Jul 2022 Al Rayan Bank PLC UpheldMortgagesDRN-3588277 The complaint Mr K and Mrs K complain about multiple errors by Al Rayan Bank PLC in relation to their home purchase plan and application. Mr K has dealt with the complaint. He says Al Rayan intentionally down valued the property they wanted to buy. Mr K says they lost over £2,5... (3 pages)View decision -
Decision Reference DRN-3342499
11 Jul 2022 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3342499 The complaint Mr B complains about the service provided by The Royal Bank of Scotland Plc (RBS) following a request for a payment deferral during the pandemic. Mr B is represented in this complaint by Mrs B. But for ease of reading, I’ll refer to Mr B throughout the decision. ... (4 pages)View decision -
Decision Reference DRN-3357651
11 Jul 2022 West Bay Insurance Plc UpheldInsuranceDRN-3357651 The complaint Mr B complains West Bay Insurance Plc settled his motor insurance claim unfairly. What happened In April 2021 Mr B made a claim on his West Bay motor insurance policy. He explained his car wouldn’t start because of a flat battery. He left it parked overnight. When... (4 pages)View decision
