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 4282 results
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Decision Reference DRN-3079850
17 Feb 2022 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3079850 The complaint Mr J has complained about the transfer of his personal pension from The Royal London Mutual Insurance Society Limited to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr J, who has professional representation in bringing this complaint, says h... (8 pages)View decision -
Decision Reference DRN1706220
12 Nov 2018 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr A has complained that Carole Nash Insurance Consultants Ltd have wrongly recorded an accident on his motor insurance policy documents.backgroundMr A has a ‘Six Wheel’ motor policy, which provides insurance for both his car and his motorbike together and it’s prov... (2 pages)View decision -
Decision Reference DRN8562339
28 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMiss C complains that Ms D was not allowed to operate her account at Barclays Bank PLC even though Ms D had been made an “appointee” by the Department of Work and Pensions (“DWP”). Ms D brings the complaint on Miss C’s behalf.backgroundMiss C does not have the capacity to manage her ow... (2 pages)View decision -
Decision Reference DRN8652655
30 May 2014 Plus500UK Ltd Not upheldInvestment and pensionsMr D complains that Plus500UK Ltd (“Plus500”) closed his trading account without warning and cancelled the profits he had made. backgroundMr D opened a contract for a difference trading account in early 2013, funded the account via a wire transfer and began trading in oil. Over a perio... (2 pages)View decision -
Decision Reference DRN7462362
6 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr D complains about the service received by Bank of Scotland, trading as Halifax. He brings this complaint through his representative Ms W – who also holds a power of attorney.backgroundMs W complained to Halifax when she realised that fraudulent transactions had bee... (2 pages)View decision -
Decision Reference DRN8919857
30 Jul 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss T’s unhappy with the way Royal & Sun Alliance Insurance Plc has investigated and dealt with a claim on her motor insurance policy. backgroundMiss T’s car was damaged while parked. A person told her what had happened, provided the other party’s registration an... (2 pages)View decision -
Decision Reference DRN1257364
24 Oct 2014 Barclays Bank Plc UpheldBanking and creditMiss J complains that Barclays Bank Plc unfairly and unreasonably refused to remove default information it had registered on her credit file in respect of two current account debts.backgroundMiss J says that, over a period of time, she was the victim of an abusive relationship and thi... (2 pages)View decision -
Decision Reference DRN2848324
29 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S has complained that AXA Insurance UK Plc has recorded a claim as a fault claim against his car insurance policy on the Claims Underwriting Exchange (CUE) database.backgroundMr S was involved in an incident with another driver which he says was the other driver’s fault. Unfortunately M... (2 pages)View decision -
Decision Reference DRN-4084855
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4084855 The complaint Mr L says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching his pension to Canada Life and that this caused the transfer value to fall by around £4,000. What happened Timeline of events My starting point is to establish a timeli... (6 pages)View decision -
Decision Reference DRN-1631994
15 Dec 2020 Policy Administration Services Ltd Not upheldInsuranceDRN-1631994 The complaint Ms W is unhappy that a broker Policy Administration Services T/A Phones 4u Care (PAS) won’t refund her premiums for her mobile phone insurance policy. Ms W said she never wanted the policy. What happened Ms W bought a mobile phone in a shop and along with the phon... (2 pages)View decision
