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-4051615
28 Mar 2023 Thornton & Baines Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-4051615 The complaint Ms T has raised several issues about the service and advice received from Thornton & Baines Independent Financial Advisers Limited (T&B Ltd) which I have summarised below. • Ms T is unhappy with the overall levels of service and communication she has recei... (11 pages)View decision -
Decision Reference DRN-4052263
28 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4052263 The complaint Mr A has complained about how AA Underwriting Insurance Company Limited (AA) settled a claim under a home insurance policy. What happened Mr A contacted AA to make a claim when he lost a bracelet. AA assessed the claim and offered him £211.75, which was a cash set... (3 pages)View decision -
Decision Reference DRN-3916613
28 Mar 2023 Canada Life Limited UpheldPensions and AnnuitiesDRN-3916613 The complaint Mrs L complains that although Canada Life Limited has accepted it mis-sold a Free Standing Additional Voluntary Contribution policy (FSAVC), it hasn’t acted fairly in how it offered to put things right. What happened Mrs L took out a FSAVC policy with Canada Life ... (6 pages)View decision -
Decision Reference DRN-4052081
28 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4052081 The complaint Mr S has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under their home insurance policy. What happened Mr S contacted Aviva to make a claim for storm damage. Aviva assessed the claim and declined it on the basis of gradual deterioratio... (2 pages)View decision -
Decision Reference DRN-4029905
28 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4029905 The complaint Mr B complains that TSB Bank plc (TSB) closed his accounts. What happened Mr B had a current account and savings account with TSB. In 2021, they’d found that his post was being returned. There was an overdraft limit of £1,750. TSB wanted to verify Mr B’s identity ... (3 pages)View decision -
Decision Reference DRN-4051590
28 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4051590 The complaint Mrs P complains she was mis-sold was “pensioner bond” issued by Basset & Gold Plc (“B&G plc”) she invested into. She says the bond wasn’t suitable for her, due to the capital being at risk, and she was not told of this risk at the time of application. Back... (8 pages)View decision -
Decision Reference DRN-4051046
28 Mar 2023 Accelerant Insurance Limited UpheldInsuranceDRN-4051046 The complaint Mr C has complained about his home buildings insurer Accelerant Insurance Limited regarding a claim made following a fire at his home. He thinks it has caused delays and its offer of settlement is too low. Accelerant used a loss adjuster to manage the claim. Accel... (9 pages)View decision -
Decision Reference DRN-4050919
28 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4050919 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) wouldn’t accept a Power of Attorney on her mother’s account. What happened In January 2022, Mrs D made an appointment at a branch of Barclays to enquire about setting up a Power of Attorney (PoA) on her mother’s... (3 pages)View decision -
Decision Reference DRN-3872764
28 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3872764 The complaint Miss F is unhappy how NewDay Ltd trading as Marbles (NewDay) handled her request for help to recover money following the cancellation of airline flights. What happened In February 2021 Miss F booked some flights, scheduled for mid-September 2021. She booked them t... (3 pages)View decision -
Decision Reference DRN-4051816
28 Mar 2023 Evolution Lending Limited UpheldMortgagesDRN-4051816 The complaint Ms P complains that Evolution Lending Limited lent her a second charge mortgage (secured loan) that wasn’t affordable for her, and resulted in her having to sell her property to repay it. What happened Ms P took out a second charge mortgage with Evolution, secured... (6 pages)View decision