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 367928 results
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Decision Reference DRN-5218072
19 Dec 2024 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-5218072 The complaint Mr D complains that Countrywide Assured Plc (“Countrywide”) failed to treat him fairly when it gave him information about the transfer value of some pension savings. And he further complains that, despite agreeing to the return of his pension savings, Countrywi... (4 pages)View decision -
Decision Reference DRN-4913099
19 Dec 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4913099 The complaint Mr A and Miss A complain that Interactive Investor Services Limited (“II”) has been charging unfairly high fees for two investment accounts. What happened In 2011 Mr A opened two investment accounts with a firm I’ll call S. One account for each of his daughters... (2 pages)View decision -
Decision Reference DRN-5222960
19 Dec 2024 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5222960 The complaint Miss O complains an individual savings account (ISA) transfer from a third party ISA provider (H) to Aldermore Bank Plc took longer than it should have, causing her financial loss. What happened I sent the parties a provisional decision in November 2024, in whi... (6 pages)View decision -
Decision Reference DRN-5214153
19 Dec 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5214153 The complaint Ms H and Mr F are unhappy with Advantage Insurance Company Limited’s (Advantage) decision to decline a claim they made under their buildings insurance policy. Ms H and Mr F are both party to this complaint but for ease of reference, I’ve referred to Ms H throu... (4 pages)View decision -
Decision Reference DRN-5025520
19 Dec 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5025520 The complaint Mr B complains that Automobile Association Insurance Services Limited (AA) treated him unfairly when he tried to renew his car insurance policy. What happened Mr B received a car insurance renewal quote in November 2022, based on a fixed-sum loan agreement and ... (3 pages)View decision -
Decision Reference DRN-5107257
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5107257 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2020, Mr H was recommended an investment through a company I’ll refer to as B. Mr H says he had sold his house and was looking to inve... (5 pages)View decision -
Decision Reference DRN-5165011
19 Dec 2024 Vitality Health Limited UpheldInsuranceDRN-5165011 The complaint The estate of Mr M is unhappy with Vitality Health Limited (Vitality) in how it handled his claim under his private medical insurance policy. The estate of Mr M is being represented by Mr K and Mr L. I’ll refer to the late Mr M as Mr M throughout this decision.... (4 pages)View decision -
Decision Reference DRN-5134870
19 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5134870 The complaint Mr M complains that a car supplied to him under a hire purchase agreement by Secure Trust Bank Plc trading as Moneyway is of unsatisfactory quality. What happened In March 2023, Mr M took out a hire purchase agreement with Moneyway for the supply of a used car... (3 pages)View decision -
Decision Reference DRN-5222742
19 Dec 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-5222742 The complaint Miss O complains an individual Savings Account (ISA) transfer from HSBC UK Bank Plc to a third party bank (A) took longer than it should have, causing her financial loss. What happened I sent the parties a provisional decision in November 2024, in which I set o... (6 pages)View decision -
Decision Reference DRN-4695402
19 Dec 2024 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-4695402 The complaint Ms K has complained that Pension Insurance Corporation plc provided her with incorrect information about her pension benefits and then failed to apologise for its error and explain how the error arose. Ms K also claims that Pension Insurance Corporation plc was... (6 pages)View decision
