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 128312 results
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Decision Reference DRN-3845397
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3845397 The complaint Mr M complains that Barclays Bank UK PLC blocked his bank account and wrongly placed a fraud marker against his name causing serious repercussions for him. What happened Mr M had several accounts with Barclays. In July 2021, Mr M started to talk to someone on a da... (4 pages)View decision -
Decision Reference DRN-3453001
1 Feb 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3453001 The complaint Mr F complains that Aviva Life & Pensions UK Limited sent him surrender values and statements on his whole of life policies for many years, but now say that the policies were assigned to a pension policy in 1989. What happened Mr F took out two whole of life p... (3 pages)View decision -
Decision Reference DRN-3937449
1 Feb 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-3937449 The complaint Mrs D is unhappy about damage caused to her floor by an engineer during a washing machine repair. Mrs D has breakdown cover for her washing machine under a household warranty provided by Domestic & General Insurance Plc. What happened Mrs D made a claim for th... (3 pages)View decision -
Decision Reference DRN-3751109
1 Feb 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3751109 The complaint Mr C and Ms L have complained that Red Sands Insurance Company (Europe) Limited (“Red Sands”) has declined their claim for the cost of treatment for their pet dog on the ground that his condition was pre-existing and therefore excluded by their policy. References ... (4 pages)View decision -
Decision Reference DRN-3924278
1 Feb 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3924278 The complaint Mr F complains about how Mulsanne Insurance Company Limited has handled a claim made on his motor insurance policy. He wants it to settle his claim. What happened Mr F’s car was stolen, and he made a claim on his policy. He had recently bought the car privately an... (2 pages)View decision -
Decision Reference DRN-3459545
1 Feb 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3459545 The complaint Mr W complains about the advice given by Niche Independent Financial Advisers Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused... (13 pages)View decision -
Decision Reference DRN-3696441
1 Feb 2023 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-3696441 The complaint Mr J complains about the advice given by JLT Wealth Management Limited (‘JLT’) when he transferred the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cause... (10 pages)View decision -
Decision Reference DRN-3880301
1 Feb 2023 BUPA Insurance Limited UpheldInsuranceDRN-3880301 The complaint Miss G complains about how BUPA Insurance Limited dealt with a claim against her group private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Miss G is a ... (4 pages)View decision -
Decision Reference DRN-3924379
1 Feb 2023 Morses Club PLC UpheldConsumer CreditDRN-3924379 The complaint Mr P, through a representative, complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted him loans. What happened Mr P was advanced at least ten home collected loans between August 2013 and August 2018. I’ve inc... (5 pages)View decision -
Decision Reference DRN-3801090
1 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3801090 The complaint Mr C complains that Nationwide Building Society rejected an ISA application because his identification (“ID”) was not provided, and did not advise Mr C it had done this. What happened Mr C applied for a help to buy ISA in November 2019. His application was process... (3 pages)View decision