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 121115 results
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Decision Reference DRN-3585219
21 Jul 2022 Bank of Ireland (UK) Plc UpheldMortgagesDRN-3585219 The complaint Mr and Mrs L complain that Bank of Ireland (UK) Plc (“BoI”) has offered them higher interest rates on their mortgage unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. Instead I’ll sum... (4 pages)View decision -
Decision Reference DRN-3064004
21 Jul 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-3064004 The complaint Ms B complains about the advice given by Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (“Sun Life”) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She believ... (8 pages)View decision -
Decision Reference DRN-3284487
21 Jul 2022 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3284487 The complaint Ms M complains that Legal and General Assurance Society Limited (‘L&G’) acted unfairly when receiving premiums for her protection policy by suggesting she had let her policy fall into arrears – which was not the case. She says this caused her worry and upset. ... (5 pages)View decision -
Decision Reference DRN-3607644
21 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3607644 The complaint Mr T complains that Barclays Bank UK Plc didn’t cancel his debit card correctly, which led to payments being made he didn’t authorise. What happened Mr T holds a current account with Barclays. In July 2020 the bank let Mr T know they believed his debit card (Card ... (2 pages)View decision -
Decision Reference DRN-3468051
21 Jul 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3468051 The complaint Mr H has complained that Acromas Insurance Company Limited unreasonably refused his claim under his parts and garage cover. What happened Mr H said his car started making a knocking sound when he was on a roundabout. He managed to drive his car to a garage. At the... (2 pages)View decision -
Decision Reference DRN-3447137
21 Jul 2022 American International Group UK Limited UpheldInsuranceDRN-3447137 The complaint Mr and Mrs D complain that American International Group UK Limited (AIG) mishandled their claim for stolen mobile phones and failed to make reasonable adjustments for Mrs D’s medical condition. I’ve just referred to Mrs D in this decision as she made the claim to ... (2 pages)View decision -
Decision Reference DRN-3557717
21 Jul 2022 Ziglu Limited UpheldBanking and PaymentsDRN-3557717 The complaint Mr A complains that Ziglu Limited (“Ziglu”) is holding him liable for a £350 ATM cash withdrawal which he says the ATM did not dispense. He also complains that Ziglu did not inform him that the £350 it credited to his account was a temporary refund which could be... (2 pages)View decision -
Decision Reference DRN-3584249
21 Jul 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3584249 The complaint Mrs N has complained about loans granted to her by Loans 2 Go Limited (“L2G”). She says that L2G shouldn’t have agreed to the loans because they were unaffordable for her. Mrs N has brought her complaint to us via a claims management company but for simplicity I ... (4 pages)View decision -
Decision Reference DRN-3388061
21 Jul 2022 Zurich Insurance PLC UpheldInsuranceDRN-3388061 The complaint Mr and Mrs C are unhappy with the amount Zurich Insurance plc (“Zurich”) has offered them towards their costs following damage they say was caused to their property by Zurich whilst it carried out repairs in connection with a claim. What happened Mr and Mrs C’s ho... (5 pages)View decision -
Decision Reference DRN-3224942
21 Jul 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3224942 The complaint Mr K complains about the advice given by Better Retirement Group Ltd trading as FIDUCIA PROSPERITY (BRG) to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a self-invested personal pension (SIPP). He says the advice was unsuitabl... (8 pages)View decision
