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 125400 results
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Decision Reference DRN-3808852
17 Nov 2022 TenetLime Ltd UpheldInvestmentsDRN-3808852 The complaint Mr C complains about information he received from TenetLime Ltd about a life assurance policy held in a trust. What happened Mr C took out a term assurance policy in 2016. The sum assured – what it would pay out on a successful claim – was set at £160,000 – a litt... (3 pages)View decision -
Decision Reference DRN-3811873
17 Nov 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3811873 The complaint Ms O and Mr O complain about Lloyds Bank General Insurance Limited (“Lloyds”) for its decisions to decline their claim and to cancel their policy back to the start of the policy period. They want Lloyds to reinstate their insurance and accept their claim for damag... (4 pages)View decision -
Decision Reference DRN-3813086
17 Nov 2022 OneSavings Bank Plc UpheldMortgagesDRN-3813086 The complaint Mr A and his mother – Mrs A - complain about errors made by OneSavings Bank Plc when they tried to re-mortgage their property. Mr A has led the complaint throughout. What happened Mr and Mrs A have a buy-to-let mortgage with OneSavings Bank. In 2020 they approache... (3 pages)View decision -
Decision Reference DRN-3812324
17 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3812324 The complaint Mr and Mrs T are unhappy about the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim they made on a buildings insurance policy for blocked and damaged underground pipes. What happened Mr and Mrs T noticed problems with their drains and regi... (2 pages)View decision -
Decision Reference DRN-3805717
17 Nov 2022 Regency Investment Services Limited UpheldPensions and AnnuitiesDRN-3805717 The complaint Mr E complains that Recency Investment Services Limited (referred to as Regency) caused him to miss the end of the 2020/2021 tax year when taking income from his pension by not making him aware of relevant deadlines. As a result he has lost the availability of his... (6 pages)View decision -
Decision Reference DRN-3782723
17 Nov 2022 Finch Commercial Insurance Brokers Limited UpheldInsuranceDRN-3782723 The complaint A company which I’ll refer to as “W” is unhappy Finch Commercial Insurance Brokers Limited directed it to move its road rescue insurance policy to a new broker during the policy year. W says this caused it financial loss and inconvenience. What happened The detail... (2 pages)View decision -
Decision Reference DRN-2836367
17 Nov 2022 OneSavings Bank Plc UpheldMortgagesDRN-2836367 The complaint Mr A and his mother – Mrs A - complain about errors made by OneSavings Bank Plc when they tried to re-mortgage their property. Mr A has led the complaint throughout. What happened Mr and Mrs A have a buy-to-let mortgage with OneSavings Bank. In 2020 they approache... (3 pages)View decision -
Decision Reference DRN-3707138
17 Nov 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3707138 The complaint Mr A complaints PayPal (Europe) Sarl et Cie SCA has not refunded him for an item he paid for but didn’t receive. What happened Mr A says he purchased an e-bike online for around £1,000. He also had to pay an additional £40 for an import shipping fe... (2 pages)View decision -
Decision Reference DRN-3782611
17 Nov 2022 Finch Commercial Insurance Brokers Limited UpheldInsuranceDRN-3782611 The complaint A company which I’ll refer to as “W” is unhappy Finch Commercial Insurance Brokers Limited directed it to move its legal expenses insurance policy to a new broker during the policy year. W says this caused it financial loss and inconvenience. What happened The det... (2 pages)View decision -
Decision Reference DRN-3811250
17 Nov 2022 AXA France IARD UpheldInsuranceDRN-3811250 The complaint Mr R complains about the settlement paid to him by AXA France IARD under his personal accident claim. What happened Mr R has held personal accident cover since 2002. He made a claim in 2021 after experiencing a significant injury in an accident. The claim was for ... (3 pages)View decision
