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-3610671
31 Oct 2022 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3610671 The complaint Mr H complains that Scottish Equitable Plc (trading as Aegon) sold his investments and transferred his pension to Interactive Investor Services Limited (IISL) without him instructing it to do so. He says he has lost out financially as a result. What happened Mr H ... (6 pages)View decision -
Decision Reference DRN-3771106
30 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3771106 The complaint Mr and Mrs C complain that Aviva Insurance Limited mishandled a claim on a motor insurance policy. Where I refer to Aviva, I refer to the above-named insurance company and I include claims- handlers and others insofar as I hold Aviva responsible for their acts or ... (3 pages)View decision -
Decision Reference DRN-3770414
30 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3770414 The complaint Mr W complains that Royal & Sun Alliance Insurance Limited (“RSA”) is responsible for poor service in connection with a breakdown insurance policy. Where I refer to RSA, I refer to the above-named insurance company and I include roadside assistance providers, ... (2 pages)View decision -
Decision Reference DRN-3755365
28 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3755365 The complaint Mr M is unhappy that Santander UK Plc defaulted his account and passed his overdraft over to a debt collection agency. What happened Mr M had a current account with Santander, which had an arranged overdraft facility. In April 2020, Santander wrote to Mr M to let ... (3 pages)View decision -
Decision Reference DRN-3652703
28 Oct 2022 Zopa Bank Limited UpheldConsumer CreditDRN-3652703 The complaint Mr A complains that Zopa Bank Limited (“Zopa”) is holding him liable for a loan in his name which he says he did not consent to. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. ... (2 pages)View decision -
Decision Reference DRN-3749623
28 Oct 2022 Investor Compensation (UK) Ltd UpheldClaims ManagementDRN-3749623 The complaint Ms B’s complained that Investor Compensation (UK) Ltd (“IC”) invoiced her for recovering a refund of mis-sold payment protection insurance (PPI), when Ms B had pursued her claim without their assistance. What happened In summer 2019, Ms B contacted IC about recove... (2 pages)View decision -
Decision Reference DRN-3779108
28 Oct 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3779108 The complaint Mr S complains that Advanced Payment Solutions Limited (“APS”) restricted his account and are withholding his money. What happened In November 2020, APS restricted Mr S’s account. As part of the review, and in December 2020, APS asked Mr S for proof of his identit... (3 pages)View decision -
Decision Reference DRN-3707005
28 Oct 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3707005 The complaint Mr B complains about the unsuccessful transfer of his Tencent shares and cash from Halifax Share Dealing Limited trading as IWeb Share Dealing, referred to as “HSDL” or “the business”, to a third-party provider, referred to as “the transferee”. Mr B doesn’t agree ... (4 pages)View decision -
Decision Reference DRN-3695754
28 Oct 2022 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-3695754 The complaint Mr S complains about a loan granted to him by Bank of Ireland (UK) Plc (“BOI”). He says that BOI shouldn’t have agreed to the loan because it was unaffordable for him. Mr S has brought his complaint to us via a representative but for simplicity I will refer to hi... (4 pages)View decision -
Decision Reference DRN-3655695
28 Oct 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3655695 The complaint Miss M and Mr W have complained that Casualty & General Insurance Company (Europe) Ltd, unfairly refused to pay their claim for the removal of hairbands from their dog’s stomach. They’ve also complained that Casualty wrongly imposed a retrospective exclusion f... (4 pages)View decision
