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 125363 results
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Decision Reference DRN-5137757
11 Nov 2024 Liverpool Victoria Life Company Limited UpheldPensions and AnnuitiesDRN-5137757 The complaint Mr D is unhappy with the service he received from Liverpool Victoria Life Company Limited (Liverpool Victoria) whilst he was trying to take his pension benefits. What happened Mr D had a protected retirement plan with Liverpool Victoria which was due to mature... (4 pages)View decision -
Decision Reference DRN-4942172
11 Nov 2024 St James's Place UK plc UpheldInvestmentsDRN-4942172 The complaint The estate of the late Mrs B complains that St James’s Place UK plc (“SJP”): Caused delays in paying the estate the value of Mrs B’s cash ISA and hasn’t paid compensation for loss of interest. Used wrong information which meant it couldn’t successfully com... (3 pages)View decision -
Decision Reference DRN-5096153
11 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5096153 The complaint Mrs P complains that Vanquis Bank Limited lent irresponsibly when it approved her application for a credit card and later increased the credit limit. What happened Mrs P applied for a credit card with Vanquis in February 2018. Vanquis approved the application a... (3 pages)View decision -
Decision Reference DRN-5127122
11 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5127122 The complaint Mr A complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and... (8 pages)View decision -
Decision Reference DRN-5137247
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5137247 The complaint Mr and Mrs D have complained about their let property insurer Royal & Sun Alliance Insurance Limited (RSA). They feel it’s treated them unfairly after they made claims for damage after their tenant left the property. Mr and Mrs D have been represented by t... (11 pages)View decision -
Decision Reference DRN-4915230
11 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4915230 The complaint Ms O has complained Nationwide Building Society won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 14 October 2023 Ms O went to a cash machine and withdrew £300. Later that day and in the same area she decided sh... (3 pages)View decision -
Decision Reference DRN-5040660
11 Nov 2024 abrdn Investments Limited UpheldInvestmentsDRN-5040660 The complaint Mrs C complains that, when she instructed abrdn Alternative Funds Limited (“abdrn”) to sell her investments and pay her the proceeds, it delayed the payment. She needed the money to pay her care home fees, so she says the delay was very upsetting and stressful.... (2 pages)View decision -
Decision Reference DRN-5094452
11 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5094452 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy after his car was classed a total loss. What happened Mr B made a claim on his motor insurance policy after his car was damaged in an incide... (3 pages)View decision -
Decision Reference DRN-4835588
11 Nov 2024 The Baxendale Insurance Company dac UpheldInsuranceDRN-4835588 The complaint Mrs R complains about how The Baxendale Insurance Company DAC (“Baxendale”) has handled her claim under her Transit and Storage Insurance policy. What happened In 2023 Mrs R arranged for her goods to be packed and then transported as she was moving ... (4 pages)View decision -
Decision Reference DRN-4651406
11 Nov 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4651406 The complaint Mr M complains that Ocaso SA, Compania de Seguros y Reaseguros have provided poor service when carrying out reair work following an escape of water and haven’t covered all his losses. What happened Mr M held a buildings insurance policy with Ocaso for his flat... (5 pages)View decision
