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 122624 results
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Decision Reference DRN-3518429
5 Oct 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3518429 The complaint Mr S complains about information he received from Barclays Bank UK PLC (“Barclays”) concerning a rights issue. He has complained Barclays didn’t sell his rights and so allowed them to lapse without value. He is also unhappy he received too many letters, too late, ... (5 pages)View decision -
Decision Reference DRN-3737446
5 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3737446 The complaint Mr W complains National Westminster Bank Plc (“NatWest”) won’t allow him to add his son to his account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on the reasons for my decisio... (2 pages)View decision -
Decision Reference DRN-3646337
5 Oct 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3646337 The complaint Mr W complains that Aviva Life & Pensions UK Limited failed to pay an income payment from his pension savings in a timely manner. As a result of that delay, the income he received was paid in a subsequent tax year to that he intended. What happened Mr W has be... (4 pages)View decision -
Decision Reference DRN-3646360
5 Oct 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3646360 The complaint Mrs W complains that Aviva Life & Pensions UK Limited failed to pay an income payment from her pension savings in a timely manner. As a result of that delay, the income she received was paid in a subsequent tax year to that she intended. What happened Mrs W ha... (4 pages)View decision -
Decision Reference DRN-3726939
5 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3726939 The complaint Mr M says Admiral Insurance (Gibraltar) Limited didn’t pay him enough for his written-off car when he made a claim on his motor insurance policy. What happened Admiral initially offered Mr M £2,685. He said his research showed similar cars advertised for sale from... (2 pages)View decision -
Decision Reference DRN-3352360
5 Oct 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3352360 The complaint Mr C has complained about the way Great Lakes Insurance SE (Great Lakes) dealt with a claim he made on his legal expenses insurance policy. All references to Great Lakes include its agents. What happened Mr C has been involved in several disputes with his neighbo... (7 pages)View decision -
Decision Reference DRN-3737134
5 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3737134 The complaint Mr A and Mrs V complain that HSBC UK Bank Plc (trading as First Direct) failed to switch their account with another bank. What happened In late 2021, Mr A and Mrs V applied for a joint account with First Direct. They requested that their payments and balance be tr... (2 pages)View decision -
Decision Reference DRN-3610206
5 Oct 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3610206 The complaint Mrs O complains about a claim she made under a mobile phone insurance policy with Assurant General Insurance Limited. What happened At the end of March 2022 Mrs O let her daughter use her phone on a night out as she wanted to take quality photographs. Mrs O was to... (3 pages)View decision -
Decision Reference DRN-3729705
5 Oct 2022 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3729705 The complaint Mrs H complains that Legal and General Assurance Society Limited (L&G) incorrectly requested the full value of her self-invested personal pension (SIPP) from her SIPP provider. This caused her to suffer financial losses. Mrs H is represented by Mr H. What happ... (7 pages)View decision -
Decision Reference DRN-3649776
5 Oct 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3649776 The complaint Ms S complains that Klarna Bank AB (publ) (“Klarna”) were wrong to report a default to the credit reference agencies. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my rea... (2 pages)View decision
