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-3670150
27 Oct 2022 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-3670150 The complaint Mr S complains about the way CIGNA Europe Insurance Company SA-NV handled a claim he made on a travel insurance policy. When I’ve referred to CIGNA, I’m also referring to the claims handling company which dealt with Mr S’ claim on its behalf. What happened Mr S to... (3 pages)View decision -
Decision Reference DRN-3763646
27 Oct 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3763646 The complaint Mr C complains that PayrNet Limited won’t refund payments he didn’t make from his account. What happened Mr C disputes two payments from his account on 12 December 2020 – one for £3 and the other for £283. Both were made to a payee he didn’t recognise. He says tha... (2 pages)View decision -
Decision Reference DRN-3741729
27 Oct 2022 Morses Club PLC UpheldConsumer CreditDRN-3741729 The complaint Mrs R complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced her loans. Had it carried out proper checks it would’ve discovered Mrs R couldn’t afford them. What happened Mrs R took five lo... (4 pages)View decision -
Decision Reference DRN-3582790
27 Oct 2022 Futures Assured Ltd UpheldPensions and AnnuitiesDRN-3582790 The complaint Mr H complains about the advice given by Futures Assured Ltd to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss.... (10 pages)View decision -
Decision Reference DRN-3707515
27 Oct 2022 ReAssure Limited UpheldInvestmentsDRN-3707515 The complaint Mr and Mrs E complain that ReAssure Limited hasn’t paid them a fair amount of interest on a backdated surrender value. What happened The facts of this case are well known to both parties so I don’t intend to repeat them here. In summary, ReAssure didn’t conduct a ... (3 pages)View decision -
Decision Reference DRN-3738860
26 Oct 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3738860 The complaint Mr B complains that Citibank UK Limited (Citibank) didn’t process his inward payment. What happened On 9 May 2022, Mr B made a payment of USD120,000 from his UK bank account to his UK Citibank account. The funds were needed for a property purchase due to complete ... (2 pages)View decision -
Decision Reference DRN-3758050
26 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3758050 The complaint The estate of Mrs L complains about how Barclays Bank UK PLC dealt with an account closure and complains about a letter sent by it. The estate is represented by its solicitor whom I will call “Mr P”. What happened Mr P says that Barclays failed to close all of Mrs... (2 pages)View decision -
Decision Reference DRN-3773595
26 Oct 2022 AJ Bell Management Limited UpheldInvestmentsDRN-3773595 The complaint In brief summary, Mr B complained that AJ Bell Management Limited (AJB) was responsible for delaying a ‘Bed and ISA’ transaction - two linked deals where his shares would be sold in his dealing account and straightaway bought in his ISA. Mr B exceeded his annual I... (5 pages)View decision -
Decision Reference DRN-3735679
26 Oct 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3735679 The complaint Mr R complains that Sun Life Assurance Company of Canada (U.K.) Limited, trading as Sun Life Financial of Canada (‘SLFC’) mis-sold him a whole of life policy in 1993. What happened At the time the whole of life policy was sold Mr R was single and had no dependents... (3 pages)View decision -
Decision Reference DRN-3658461
26 Oct 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3658461 The complaint Miss M has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined her claim for the full cost of treatment for her pet dog on the ground that some of the costs were for treatment that didn’t treat the illness and therefore... (3 pages)View decision
