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-5112156
31 Oct 2024 Utmost Life and Pensions Limited Not upheldInsuranceDRN-5112156 The complaint Mr C complains about the way that Utmost Life and Pensions Limited has administered his Whole of Life Assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key e... (6 pages)View decision -
Decision Reference DRN-4586409
31 Oct 2024 Lowes Financial Management Limited UpheldInvestmentsDRN-4586409 The complaint Mrs I and Mr M complain as trustees of a trust about Lowes Financial Management Limited (“Lowes”) handling of the withdrawal from a bond. They say the withdrawal wasn’t required as income was not needed and it removed the funds from the trust causing a potentia... (5 pages)View decision -
Decision Reference DRN-4570200
31 Oct 2024 Lowes Financial Management Limited Not upheldInvestmentsDRN-4570200 The complaint Mrs I is unhappy with the advisory service provided to her by Lowes Financial Management Limited (“Lowes”) in respect of her investment portfolio. She is concerned that she will incur tax liabilities as a result of the advice she has received and this wasn’t pr... (4 pages)View decision -
Decision Reference DRN-5117001
31 Oct 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5117001 The complaint Mr P complains that Shop Direct Finance Company Limited unfairly rejected his repayment offer for his catalogue shopping account after it fell into arrears. Mr P is also unhappy Shop Direct recorded a default against his account on his credit file and sold his ... (5 pages)View decision -
Decision Reference DRN-5117701
31 Oct 2024 Project Solar UK Ltd UpheldConsumer CreditDRN-5117701 The complaint and what happened Mr U complains that Project Solar UK Ltd didn’t properly broker a credit agreement for him. He says that this led to him being liable to pay the debt for ten years, which he didn’t want. I’ve included relevant sections of my provisional decis... (4 pages)View decision -
Decision Reference DRN-4589583
31 Oct 2024 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-4589583 The complaint Mr S complains that ICICI Bank UK Plc (ICICI) won’t refund him after he was the victim of an investment scam. Mr S is represented by a third party, but for ease of reading I’ll refer to Mr S only. What happened There is limited information and evidence to sho... (2 pages)View decision -
Decision Reference DRN-4847804
31 Oct 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4847804 The complaint Mr L has complained that Aviva Life & Pensions UK Limited didn’t provide him with enough information about his pension policies which meant that he wasn’t in a sufficiently informed position to make the best decision as to when he should begin accessing his... (7 pages)View decision -
Decision Reference DRN-5117353
31 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5117353 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) charged a cash advance fee when he purchased foreign currency using his credit card account. What happened In March 2024, Mr C purchased currency using his credit card account. HSBC added a £15.11 cash advance fee to... (3 pages)View decision -
Decision Reference DRN-5111614
31 Oct 2024 First Central Underwriting Limited UpheldInsuranceDRN-5111614 The complaint Miss M is unhappy with the information First Central Underwriting Limited (First Central) have recorded on the Consumer Underwriting Exchange (CUE) regarding a claim on her motor insurance policy which she asked to be withdrawn. What happened In August 2022 Mis... (3 pages)View decision -
Decision Reference DRN-4724447
31 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-4724447 The complaint Ms K complains that Aviva Insurance Limited (Aviva) has unfairly handled a subsidence claim under her buildings insurance policy. Any reference to Ms K or Aviva includes respective agents or representatives. What happened The background of this complaint is ext... (10 pages)View decision
