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 120469 results
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Decision Reference DRN-3656081
18 Aug 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3656081 The complaint Miss J complains that she was provided with inappropriate advice, or insufficient information, by Aviva Life & Pensions UK Limited about making some additional pension contributions. What happened The advice that was provided to Miss J was from a representativ... (5 pages)View decision -
Decision Reference DRN-3445977
18 Aug 2022 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-3445977 The complaint Mr W complains Liverpool Victoria Financial Services Limited (LV) refused to extend his income protection cover, after previously advising this was possible. What happened Mr W held an income protection policy with LV since 2011. And he said he took the policy out... (3 pages)View decision -
Decision Reference DRN-3649708
18 Aug 2022 Topaz Finance Limited UpheldMortgagesDRN-3649708 The complaint Mr S complains about his mortgage with Topaz Finance Limited trading as Heliodor Mortgages. Mr S complains that Topaz: -hasn’t sent clear information about the position of his secured mortgage and because of the misleading information Mr S is now in arrears; -can’... (4 pages)View decision -
Decision Reference DRN-3403504
18 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3403504 The complaint Mrs H is unhappy that NewDay Ltd, trading as Aqua, provided new and further credit to her which wasn’t affordable for her at that time. What happened Mrs H applied for a NewDay administer credit account in October 2018. Her application was approved, and NewDay iss... (5 pages)View decision -
Decision Reference DRN-3182623
18 Aug 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3182623 The complaint Mr S complains that Marks & Spencer Financial Services Plc (“M&S”) didn’t do enough to protect him from losing money to an investment scam. What happened Mr S has explained that he was looking to invest and a merchant by the name of Kruger Exchange was the... (5 pages)View decision -
Decision Reference DRN-3365408
18 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3365408 The complaint Mrs C complains on behalf of B, a limited company, that HSBC UK Bank Plc won’t reimburse payments made as a result of a scam. What happened In December 2020 Mrs A received a voice message on her telephone purporting to be from HMRC. Mrs C called back and was infor... (5 pages)View decision -
Decision Reference DRN-3654025
18 Aug 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3654025 The complaint Mr and Mrs P are unhappy that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. declined a claim on their travel insurance policy. What happened In May 2020 Mr and Mrs P took out an annual travel insurance policy underwritten by Mapfre. They ... (3 pages)View decision -
Decision Reference DRN-3653491
18 Aug 2022 Ageas Insurance Limited UpheldInsuranceDRN-3653491 The complaint Ms M has complained that Ageas Insurance Limited hasn’t paid a fair settlement when she made a claim under her home contents insurance policy. What happened In February 2021 Ms M was living as a tenant in a property which was damaged by fire and she made a claim t... (4 pages)View decision -
Decision Reference DRN-3654261
18 Aug 2022 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3654261 The complaint Mr H complains that Legal and General Assurance Society Limited (“L&G”) used his pension savings to purchase an annuity without his authorisation. What happened Mr H held pension savings with two other providers. In October 2020 he decided to transfer those pe... (4 pages)View decision -
Decision Reference DRN-3645675
18 Aug 2022 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-3645675 The complaint U, a limited company, complains that Shawbrook Bank Limited didn’t address its issue with accessing an account online. What happened U contacted Shawbrook Bank on 31 March 2021 to report that it couldn’t access its account. Access wasn’t arranged until 7 July 2021... (2 pages)View decision
