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 370149 results
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Decision Reference DRN-5270988
17 Jan 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5270988 The complaint Mr B complains that The Prudential Assurance Company Limited (‘Prudential’) failed to pay him the maturity value it originally promised him on 28 November 2023 for his endowment savings policy. Instead it has paid a maturity value which was over £17,000 lower. ... (4 pages)View decision -
Decision Reference DRN-4837371
17 Jan 2025 AJ Bell Securities Limited Not upheldInvestmentsDRN-4837371 The complaint Mr J complains that AJ Bell Securities Limited (‘AJ Bell’) has behaved unfairly in respect of his share dealing account. He believes that AJ Bell failed to provide any financial advice when he undertook share purchases. He also says that these purchases and the... (3 pages)View decision -
Decision Reference DRN-5270925
17 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5270925 The complaint Mr T complains that One Insurance Limited (“One”) mishandled a claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, made by a well-known vehicle maker an... (5 pages)View decision -
Decision Reference DRN-5198470
17 Jan 2025 Sesame Limited Not upheldInsuranceDRN-5198470 The complaint Mrs A and Mr H have complained that Sesame Limited mis-sold them a joint life insurance policy in 2008. What happened The background to this complaint is well known to both parties, so I won’t repeat it again here. In summary Mrs A and Mr H purchased a term ass... (2 pages)View decision -
Decision Reference DRN-5234417
17 Jan 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5234417 The complaint Mr S has complained about the service provided by First Central Insurance Management Limited (‘First Central’) in relation to his motor insurance policy. What happened Mr S purchased a motor insurance policy in June 2024 to be incepted in July 2024. First Cent... (3 pages)View decision -
Decision Reference DRN-5219281
17 Jan 2025 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-5219281 The complaint Mrs K complains that Hargreaves Lansdown Advisory Service (“HLAS”) advised her to invest in the Woodford Equity Income Fund (“WEIF”) when it had grave concerns about the fund internally and that it knowingly misled her about the fund. What happened In 2017 Mrs ... (7 pages)View decision -
Decision Reference DRN-5184942
17 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5184942 The complaint Mr A complains about a car he acquired through a Hire Agreement with Lex Autolease Ltd (‘Lex’). Mr A complained about repeated electrical and mechanical issues. He says the car’s been in for multiple repairs but faults have remained, so he wanted to hand it bac... (9 pages)View decision -
Decision Reference DRN-5170151
17 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5170151 The complaint Miss W complains that Lloyds Bank PLC misled her about the type of local authority search that would be carried out on the property she was purchasing when she instructed a conveyancer on its panel. She says she was unaware when she bought her property that it ... (4 pages)View decision -
Decision Reference DRN-5246391
17 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5246391 The complaint Mrs W complains Santander UK Plc (“Santander”) blocked and then closed her account after she explained she was disputing payments to car rental firms and thereby put her into an unarranged overdraft. What happened The details of this complaint are well known by... (3 pages)View decision -
Decision Reference DRN-5221219
17 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5221219 The complaint Mr H complains that Skipton Building Society have unfairly managed his mortgage over several years, including how the mortgage has been calculated and how Skipton have applied interest to it. What happened Mr H’s mortgage was sold through a broker in 2008. This... (4 pages)View decision
