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
-
Decision Reference DRN-4071273
1 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4071273 The complaint Mr S is unhappy with UK Insurance Limited trading as Direct Line (UKI) because of the unclear information given to him when he wanted to add a temporary additional vehicle to his commercial motor policy. Any reference to UKI includes all its agents. What happened ... (2 pages)View decision -
Decision Reference DRN-4164585
1 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4164585 The complaint Mr B complains that Bank of Scotland Plc (trading as Halifax) blocked his account and has not adequately compensated him for the inconvenience that caused. What happened On 24 March 2022 Halifax received a report that Mr B’s account had received funds as a result ... (2 pages)View decision -
Decision Reference DRN-4159069
1 Jun 2023 G & E Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4159069 The complaint Mr N complains about pension advice given by G & E Wealth Management Ltd (GEWM). He says the advice was unsuitable for him and believes this has caused a financial loss. What happened Mr N had a pension fund with a pension provider I’ll refer to as Firm A. Aro... (9 pages)View decision -
Decision Reference DRN-4143539
1 Jun 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4143539 The complaint and what happened Mrs C complains that The Mortgage Works (UK) Plc’s The Mortgage Works (UK) Plc’s conveyancer made a catalogue of mistakes in its handling of her re-mortgage during the summer of 2021 which cost her both money and extreme stress and inconvenience.... (6 pages)View decision -
Decision Reference DRN-4163273
1 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4163273 The complaint Mrs W and Mr W complain about AXA Insurance UK Plc (“AXA”) for the way it has handled their claim following a fire at their home. They want AXA to reimburse them for the costs they have incurred and to be compensated for their distress and inconvenience. What happ... (3 pages)View decision -
Decision Reference DRN-3906460
1 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3906460 The complaint Mr H has complained that Aviva Life and Pensions UK Limited delayed the transfer of his pension to his annuity provider which resulted in Mr H receiving a lower annuity rate than he would have received had Aviva completed his pension transfer on time. What happene... (5 pages)View decision -
Decision Reference DRN-4022955
1 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4022955 The complaint Mr K and Miss S complain about Great Lakes Insurance SE’s settlement of their travel insurance claim. My references to Great Lakes include its agents. What happened Mr K and Miss S had annual multi trip travel insurance. The policy cover period was from 4 October ... (4 pages)View decision -
Decision Reference DRN-4090498
1 Jun 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4090498 The complaint Mrs N complains Legal and General Assurance Society Limited unfairly terminated her claim, delayed assessing her appeal, and provided poor customer service. What happened Mrs N is a beneficiary of her employer’s group income protection scheme. In 2020, she made a ... (4 pages)View decision -
Decision Reference DRN-4153106
1 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4153106 The complaint Mr and Mrs C were partners in a business partnership, which I’ll refer to as ‘P’. They are unhappy that National Westminster Bank Plc (‘NatWest)’ consider them personally liable for the Bounce Back Loan (‘BBL’) that they took for the benefit of P. What happened In... (3 pages)View decision -
Decision Reference DRN-4161106
1 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4161106 The complaint Mr E has complained about his car insurer Royal & Sun Alliance Insurance Limited (RSA) in respect of a renewal premium charged when he changed his car. RSA’s trade name in the contract it has with Mr E is different. But RSA underwrites the policy and so is res... (4 pages)View decision