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 4269 results
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Decision Reference DRN6333026
1 Dec 2016 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr K has complained about Zurich Insurance PLC. He’s not happy with what it’s done in respect of his claim(s) made under a building guarantee it provides.backgroundMr K first complained to this service a few years ago and, in June 2012, my colleague issued a fina... (4 pages)View decision -
Decision Reference DRN-3484861
18 May 2022 RCI Financial Services Limited Not upheldConsumer CreditDRN-3484861 The complaint Mr S complains that RCI Financial Services Limited (“RCI”), in the way it set up his hire purchase agreement (“agreement”) and then administered and managed it, has caused him a loss for which he would like to be compensated. What happened RCI considered Mr S’ com... (5 pages)View decision -
Decision Reference DRN5943579
11 Feb 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance (PPI) policy taken out in August 2007 in connection with a personal loan. The policy was taken out following a telephone call between Mrs B and HSBC Bank Plc (hereafter referred to as HSBC), and Mrs B says it was mis-... (4 pages)View decision -
Decision Reference DRN1366881
23 Oct 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr L has complained that Hastings Insurance Services Ltd asked him for documents after he bought his motor policy with it which he didn’t think was reasonable.backgroundMr L bought his motor policy online with Hastings in February. A month later it asked him to send... (4 pages)View decision -
Decision Reference DRN-2862422
9 Jun 2021 Society of Lloyd's Not upheldInsuranceDRN-2862422 The complaint Mr K complained because an insurer at the Society of Lloyd’s (I’ll refer to Lloyd’s for ease) declined his motor insurance claim. What happened Mr K bought a car for £22,991. According to the sales invoice Mr K was the buyer and payment was made up as £3,000 cash;... (4 pages)View decision -
Decision Reference DRN0047129
11 Dec 2018 Aviva Life & Pensions UK Limited Not upheldInsurance (excluding PPI)Mr S has made a complaint because he says Aviva Life & Pensions UK Limited have discontinued a claim he made under his income protection insurance policy.background Mr S made a claim on his income protection policy because he was suffering from repetitive strain ... (4 pages)View decision -
Decision Reference DRN-4016121
13 Apr 2023 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4016121 The complaint Mr Y and Mr M have a buy to let mortgage with Bank of Ireland (UK) (“BoI”) Mr Y complains about what happened when he asked BoI to make changes to the mortgage. What happened Whilst this complaint is brought by both Mr Y and Mr M, as the mortgage is in both their ... (4 pages)View decision -
Decision Reference DRN3579627
23 Nov 2016 Scottish Equitable Plc Not upheldInvestment and pensionsMr S is unhappy with how Scottish Equitable plc (Aegon) handled the transfer from his Capped Drawdown (CD) plan to a Flexi Drawdown (FD) plan.backgroundMr S took a regular income from his CD plan with Aegon. Following pension freedoms legislation Mr S wanted to take ... (4 pages)View decision -
Decision Reference DRN-4604950
7 Feb 2024 Link Market Services Trustees Limited Not upheldInvestmentsDRN-4604950 The complaint Mr G’s complaint about Link Market Services Trustees Limited (‘LMSTL’) concerns a share consolidation exercise carried out by a company Mr G held shares in. Mr G is unhappy about the consolidation exercise itself, which he says is unfair because he lost money. Mr ... (4 pages)View decision -
Decision Reference DRN-5128289
20 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5128289 The complaint Mr T complains that St. James's Place Wealth Management Plc (SJP) are responsible for a reduction in the value of his pension fund, due to the charges they’ve applied and their fund performance. He also complained they didn’t make him aware they only inves... (4 pages)View decision
