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 121115 results
-
Decision Reference DRN-3407692
30 Mar 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3407692 The complaint Mr T is unhappy that Assurant General Insurance Limited (AGI) declined his claim under his gadget insurance following a burglary while he was on holiday. Mr T took out the insurance through his bank, which was underwritten by AGI. What happened Briefly, Mr T was o... (3 pages)View decision -
Decision Reference DRN-3407672
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3407672 The complaint A, a limited company, complains that Lloyds Bank Plc didn’t comply with the terms of a court order, which led to difficulties in paying money in and out of the business account. A would like to be compensated for the distress and losses. What happened A is represe... (4 pages)View decision -
Decision Reference DRN-3057640
30 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3057640 The complaint Mr R complains that Wellington Court Financial Services Limited advised him to transfer his personal pension into a Self-Invested Personal Pension (SIPP) and left it uninvested in cash. What happened Mr R says he was cold called in 2015 by an unregulated introduce... (6 pages)View decision -
Decision Reference DRN-2980158
30 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-2980158 The complaint Mr S complains he was unable to set up online banking with TSB Bank plc (TSB). What happened Mr S says in May 2020 with the help of his daughter, he attempted to set up an online banking facility with TSB so he could access his bank accounts, rather than visiting ... (3 pages)View decision -
Decision Reference DRN-3323105
30 Mar 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3323105 The complaint Ms W complains that Starling Bank Limited (“Starling”) aren’t communicating with her in line with her communication needs. She also complains about their handling of disputes she has raised and about their decision to close her account. What happened The facts of ... (5 pages)View decision -
Decision Reference DRN-3404759
30 Mar 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3404759 The complaint Miss D is unhappy that Starling Bank Limited won’t refund the money she’s lost to a scam. What’s happened? Miss D found a company selling wholesale clothing items (‘the seller’) on a popular social media platform. She contacted the seller and agreed to purchase 20... (5 pages)View decision -
Decision Reference DRN-3407515
30 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3407515 The complaint Ms H complained that Aviva Insurance Limited (“Aviva”) provided an unfair settlement for her claim under her home insurance policy. What happened Ms H made a claim on her policy when she identified leaking water coming through her kitchen ceiling from the bathroom... (4 pages)View decision -
Decision Reference DRN-3043093
30 Mar 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3043093 The complaint Mr C complained about the advice he received from Wesleyan Assurance Society (“Wesleyan”) to take out a free-standing additional voluntary contribution (FSAVC) plan. He says if he’d been given adequate information during the sale about his options, he would have b... (15 pages)View decision -
Decision Reference DRN-3165138
30 Mar 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3165138 The complaint Through his Claims Management Company (CMC), Mr T has complained that Phoenix Life Limited (Phoenix Life) failed to carry out adequate due diligence before transferring his pension to a Small Self-Administered Scheme (SSAS) operated by Rowanmoor Group plc. The CMC... (8 pages)View decision -
Decision Reference DRN-3157770
30 Mar 2022 Lowell Financial Ltd UpheldConsumer CreditDRN-3157770 The complaint Mr S complains about Lowell Financial Ltd (“Lowell”) for the way it has continued to report to his credit file debts which he will not be able to repay. He wants Lowell to report these as settled, rather than partially settled. What happened In 2016, Mr S was defr... (2 pages)View decision
