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-4037632
24 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4037632 The complaint Mr R complains about Aviva Life & Pensions UK Limited’s poor service and delays in transferring his pension to another provider. He believes he’s suffered a financial loss as a result of Aviva’s actions. Although some of the contact with Aviva was made by Mr R... (8 pages)View decision -
Decision Reference DRN-3944943
24 Mar 2023 R&Quiem Financial Services Limited UpheldPensions and AnnuitiesDRN-3944943 The complaint Mr G complains that R&Quiem Financial Services Limited (“RQFS”) provided him with unsuitable advice about the transfer of his pension benefits from an occupational pension scheme to a personal pension in November 2010. What happened Mr G has been assisted in m... (7 pages)View decision -
Decision Reference DRN-4040471
24 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-4040471 The complaint Mr and Mrs B have complained that their home insurer, Ageas Insurance Limited, has unfairly and unreasonably declined their claim for malicious damage caused by a builder. What happened In 2015 Mr and Mrs B arranged with a local company to extend the rear of their... (12 pages)View decision -
Decision Reference DRN-4046759
24 Mar 2023 Standard Life Savings Limited UpheldInvestmentsDRN-4046759 The complaint Mrs E complains about unreasonable delays by Standard Life Savings Limited trading as abrdn when completing an ISA transfer. What happened Standard Life accept that they’ve caused unreasonable delays in this case. They twice chose not to honour cheques they’d sen... (2 pages)View decision -
Decision Reference DRN-4021556
24 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4021556 The complaint Mr O complains that Santander UK Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Santander said that it decided to withdraw Mr O’s banking facilities in August 2021 following a review of his account. After hi... (3 pages)View decision -
Decision Reference DRN-3787691
24 Mar 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3787691 The complaint Miss R complains that Mercedes-Benz Financial Services UK Limited (“Mercedes”) prevented her from paying the optional final payment to acquire her car by credit card on the phone when their website would not process it. What happened A huge amount of detail has be... (5 pages)View decision -
Decision Reference DRN-4046107
24 Mar 2023 Link Financial Outsourcing Limited UpheldBanking and PaymentsDRN-4046107 The complaint Mr C complains about a default recorded on his credit file in 2019 by Link Financial Outsourcing Limited. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr C complains about a default reco... (3 pages)View decision -
Decision Reference DRN-4046696
24 Mar 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4046696 The complaint Mr C has complained about Astrenska Insurance Limited which provides him with a policy for a guaranteed courtesy car in the event his car is deemed a total loss or is damaged to the extent it’s undriveable. He says Astrenska didn’t provide him a car when he needed... (6 pages)View decision -
Decision Reference DRN-4037304
24 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4037304 The complaint Ms N complains that Royal & Sun Alliance Insurance Limited (RSA) failed to deal adequately with her claim for water damage to her property under her home insurance, and has failed to provide her with a reasonable settlement. The claim was mostly dealt with by ... (7 pages)View decision -
Decision Reference DRN-3907418
24 Mar 2023 Approachable Finance Limited UpheldPensions and AnnuitiesDRN-3907418 The complaint Mr D’s complaint is about the advice Approachable Finance Limited (trading as Approachable Finance (IFA)) gave him to transfer benefits from an occupational pension scheme (OPS) to a personal pension. He says the defined benefit element of the OPS should have been... (7 pages)View decision