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 4569 results
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Decision Reference DRN2705492
6 Mar 2014 Barclays Bank Plc Not upheldBanking and creditBarclays Bank PLC acquired Standard Life Bank. Mrs U says that when she paid off her Standard Life mortgage she was advised to leave her deeds with them for safekeeping. She now wants the deeds back because she may wish to sell the house, but neither Barclays nor Standard Life can ... (2 pages)View decision -
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 DRN0321369
29 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr W and Ms G complain that Phoenix Wealth Services Limited (previously known as AXA Wealth Service Limited (AXA)) removed a key feature from its Family SunTrust - the non- proportionate allocation of growth facility, also known as the ‘Flexibility Option’.Mr W and Ms G also compl... (9 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 DRN2168707
28 Aug 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss H complains that, following a claim she made under her motor insurance policy, UK Insurance Limited (“UKI”) disposed of her car without permission and caused her to lose her cherished number plate.background Miss H’s car was stolen in September 2012. She was required to send her V... (2 pages)View decision -
Decision Reference DRN5819695
29 Sep 2016 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mrs G complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) wrongly settled a claim on her insurance policy without her agreement, as a result of which she’s lost some of her no claims discount.backgroundMrs G has her car insured with N... (2 pages)View decision -
Decision Reference DRN7727188
20 May 2014 The Society of Lloyd's Not upheldInsurance (excluding PPI)summary of complaintMr R is unhappy as underwriters at The Society of Lloyd’s rejected a claim under his malpractice insurance. He is also unhappy as underwriters did not give him run-off cover. background to complaintMr R used the services of a solicitor for representation at a hea... (2 pages)View decision -
Decision Reference DRN6527519
8 Jun 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy that Ageas Insurance Limited (Ageas) has avoided his motor insurance policy from the date of his last renewal and declined his claim.backgroundMr A took out a motor insurance policy with Ageas in July 2016. Shortly after this, in August 2016, ownership... (2 pages)View decision -
Decision Reference DRN0458196
4 Jul 2018 Investec Bank PLC Not upheldInvestment and pensionsMr S complains that Investec Bank plc didn’t explain how an annual management charge would be calculated before he invested in a VCT. He also complains that Investec won’t send him a breakdown of the fees he’s been charged.backgroundMr S invested in a VCT in 2010. He... (2 pages)View decision
