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-3580622
8 Jul 2022 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3580622 The complaint Mr P complains about the advice given by True Potential Wealth Management LLP (TP) to transfer the benefits from his defined benefit (DB) scheme with British Steel (BSPS) to a personal pension. He feels he has lost out as a result. What happened In March 2016, Tat... (7 pages)View decision -
Decision Reference DRN-3561501
8 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3561501 The complaint Mr S complains about the settlement Aviva Insurance Limited paid when he made a claim on his motor insurance policy following the theft of his leased car. He’s also unhappy with the delay in the claim which led to him incurring hire costs and further lease costs. ... (3 pages)View decision -
Decision Reference DRN-3339940
8 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3339940 The complaint Miss Z complains Nationwide Building Society (“Nationwide”) is refusing to refund her transactions she didn’t authorise. And that it blocked and withheld the funds in her account before closing it - and provided her with poor customer service. What happened From a... (5 pages)View decision -
Decision Reference DRN-3427637
8 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3427637 The complaint Mr M is unhappy that Soteria Insurance Limited (SIL) declined his claim under his contents insurance for damage to his personal camera and technology equipment. Mr M confirmed he is the sole policyholder and his wife is a named authorised contact. What happened Mr... (4 pages)View decision -
Decision Reference DRN-3335715
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3335715 The complaint Mrs Z is unhappy that HSBC UK Bank Plc, trading as First Direct (“FD”), won’t refund her money that she lost after falling victim to a fraud. What happened Mrs Z held a bank account with FD. In early 2020 Mrs Z received a telephone call purporting to be from FD. S... (5 pages)View decision -
Decision Reference DRN-3517894
8 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3517894 The complaint Mrs L complains about AA Underwriting Insurance Company Limited handling of an escape of water claim on her home insurance policy. What happened The background of this complaint is well known to both parties and has been detailed by our investigator previously. So... (2 pages)View decision -
Decision Reference DRN-3412159
8 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3412159 The complaint Ms C complains that Barclays Bank UK PLC won’t refund money she lost as a result of a scam. What happened Ms C was looking for a holiday rental for her and her family during the summer of 2020. She found a suitable property on a popular online holiday accommodatio... (3 pages)View decision -
Decision Reference DRN-3518798
8 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3518798 The complaint Miss J complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit accounts that she couldn’t afford to repay. What happened Miss J entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first, an... (3 pages)View decision -
Decision Reference DRN-3359956
8 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3359956 The complaint Mrs M complains that Admiral Insurance Company Limited avoided her car insurance policy and turned down her claim. What happened Mrs M held a car insurance policy with Admiral. There were also named drivers on the policy. One of the named drivers was involved in a... (3 pages)View decision -
Decision Reference DRN-3514266
8 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3514266 The complaint Mrs S complains that Bank of Scotland plc, trading as Halifax (“Halifax”) pressured her into paying a lump sum of £15,000 to the outstanding balance on her mortgage account. What happened Mrs S received an annual mortgage statement in September 2019. The statement... (3 pages)View decision
