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 366874 results
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Decision Reference DRN-4976130
10 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4976130 The complaint Mrs H is unhappy with how Aviva Life & Pensions UK Limited acted in relation to the surrender of her unit-linked whole of life policies. Specifically, she says it gave incorrect information to her and it wrongly calculated their final bonuses. Though Aviva ... (4 pages)View decision -
Decision Reference DRN-4818444
10 Nov 2024 Clydesdale Bank Plc Not upheldInvestmentsDRN-4818444 The complaint Mrs J complains that Clydesdale Bank Plc trading as Virgin Money caused an unreasonable delay in transferring a stocks and shares ISA that she held with a different business. To resolve her complaint, Mrs J wants compensation for the period she says Virgin Mon... (3 pages)View decision -
Decision Reference DRN-5124407
9 Nov 2024 Evelyn Partners Investment Management Services Limited UpheldInvestmentsDRN-5124407 The complaint Mr B complains that Evelyn Partners Investment Management Services Limited (trading as “Bestinvest”) has failed to provide appropriate information about his shareholdings, notably in relation to corporate actions. What happened Mr B has a number of holdings wit... (6 pages)View decision -
Decision Reference DRN-5038077
9 Nov 2024 MWA FINANCIAL ADVICE LTD UpheldPensions and AnnuitiesDRN-5038077 The complaint MWA FINANCIAL ADVICE LTD (‘MWA’) previously advised, and serviced, the following accounts for Mrs H and Mr H (‘the complainants’) – Their individual Self-Invested Personal Pensions (‘SIPPs’). Their jointly held General Investment Account (‘GIA’), which had... (12 pages)View decision -
Decision Reference DRN-5114915
8 Nov 2024 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5114915 The complaint Mr B is unhappy with the customer service he received from Aldermore Bank Plc. What happened Mr B said when he originally opened his account it was a telephone service, but later Aldermore changed it to an online account. Mr B thinks something in the Aldermore... (3 pages)View decision -
Decision Reference DRN-4761464
8 Nov 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4761464 The complaint Mr T complains that Acromas Insurance Company Limited (“Acromas”) has unfairly declined a claim he made under his breakdown repair policy. What happened Mr T held breakdown repair cover with Acromas, which he took out over the phone in 2020. On 24 June 2022, he... (3 pages)View decision -
Decision Reference DRN-5053152
8 Nov 2024 One Sure Insurance Limited UpheldInsuranceDRN-5053152 The complaint Mr B complains that One Sure Insurance Limited (“One Sure”) mishandled his motor insurance policy. What happened Mr B had a car, first registered in 2013. One Sure is an insurance intermediary or broker. For the year from 15 March 2023, Mr B took out a policy... (4 pages)View decision -
Decision Reference DRN-4982502
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4982502 The complaint Mr N complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a romance scam involving cryptocurrency. He would like Revolut to refund him the money he has lost as a result. What happened Mr N was approached on... (3 pages)View decision -
Decision Reference DRN-4950169
8 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4950169 Complaint Mrs T is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to a scam. In bringing this complaint, Mrs T is represented by Mrs W. However, for simplicity’s sake, I’ve generally referred to Mrs T in the text of the decision. Bac... (5 pages)View decision -
Decision Reference DRN-5135920
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5135920 The complaint Ms M complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Ms M is being represented by a claims management company in this complaint. What happened The detailed background to what happened is well known to both pa... (4 pages)View decision
