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 128535 results
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Decision Reference DRN-3972269
29 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3972269 The complaint Mr C complains Advantage Insurance Company Limited unfairly declined his motor insurance claim. What happened In November 2022 Mr C made a claim, for the theft of his car, against his Advantage motor insurance policy. He had taken his car to a couple of local gara... (3 pages)View decision -
Decision Reference DRN-4051048
29 Mar 2023 Tait Conisbee Seymour Life and Pensions Limited UpheldInvestmentsDRN-4051048 The complaint Mrs D complains as trustee of the JN discretionary trust about advice Tait Conisbee Seymour Life and Pensions Limited (“TCS”) gave to her predecessor trustees. What happened TCS advised Mrs D’s predecessor trustees about how to invest the JN trust’s money. This le... (5 pages)View decision -
Decision Reference DRN-4011142
29 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4011142 The complaint Mrs C complains that Bank of Scotland plc (BoS) failed to process a balance transfer offer that was available on her credit card. She said she has lost out through paying considerably higher interest as a result. What happened In October 2022, Mrs C contacted BoS ... (3 pages)View decision -
Decision Reference DRN-4052764
29 Mar 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4052764 The complaint Mr D complains that The Prudential Assurance Company Limited treated him unfairly when it identified an error with commission payments that had historically been deducted from his pension savings. What happened I issued a provisional decision on this complaint ear... (3 pages)View decision -
Decision Reference DRN-4050448
29 Mar 2023 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-4050448 The complaint Mr C complains that Bank of Ireland (UK) Plc failed to do enough to protect him when he fell victim to a crypto investment scam. What happened In May 2021 Mr C found an advert for a company, who I’ll refer to as ‘A’, which offered a trading platform for crypto inv... (10 pages)View decision -
Decision Reference DRN-4053981
29 Mar 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4053981 The complaint Mr B complains Nationwide Building Society unfairly blocked his accounts for too long and then closed them with immediate effect. He says he is entitled to know Nationwide’s reasons for closing his accounts according to the Payment Accounts Regulations 2015 (PARs ... (3 pages)View decision -
Decision Reference DRN-4052490
29 Mar 2023 Nelson Insurance Company Ltd UpheldInsuranceDRN-4052490 The complaint Mr A has complained that Nelson Insurance Company Ltd have settled a claim against him by a third party as a fault claim under his Private and Public Hire insurance policy. And that they’ve charged him an additional premium as a result of this. What happened Mr A ... (3 pages)View decision -
Decision Reference DRN-4049128
29 Mar 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4049128 The complaint Mr and Mrs P complain about the administration of their travel insurance policy by Great Lakes Insurance SE. Mr and Mrs P’s son, Mr S, is assisting them in bringing their complaint. Reference to Great Lakes includes its agents. What happened The details of this co... (5 pages)View decision -
Decision Reference DRN-4052742
29 Mar 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4052742 The complaint Ms M complains that Sterling ISA Managers Limited trading as Advance by Embark (“Sterling”) failed to complete the transfer of her self-invested pension plan (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this com... (3 pages)View decision -
Decision Reference DRN-4054116
29 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4054116 The complaint Mrs and Mr J are unhappy Royal & Sun Alliance Insurance Limited declined their legal expenses insurance claim. RSA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the claims handler. As RSA have accepted the... (3 pages)View decision