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 375868 results
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Decision Reference DRN-5051950
23 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5051950 The complaint Mr D complains about the advice given by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a Bond Section 32 personal pension. He says the advice was unsuitable for hi... (4 pages)View decision -
Decision Reference DRN-5245069
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5245069 The complaint Miss D complains that MBNA Limited (MBNA) were unreasonable to default her accounts and sell them to debt collectors. What happened Miss D had three credit cards with MBNA. She wrote to them in January 2024 asking for breathing space and they put a 30 day hold ... (2 pages)View decision -
Decision Reference DRN-5228282
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5228282 The complaint Mr S complains that MBNA Limited (‘MBNA’) didn’t allocate his credit card payments correctly and consequently he was charged a high rate of interest on his money transfers. He says MBNA were obstructive when he tried to log a complaint, and their complaints pro... (3 pages)View decision -
Decision Reference DRN-5221205
23 Jan 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5221205 The complaint Miss F complains that Astrenska Insurance Limited voided her travel insurance policy and declined to pay her claim for her child’s medical costs. What happened Miss F took out an annual multi-trip travel insurance policy on 27 October 2022 through a seller. Th... (16 pages)View decision -
Decision Reference DRN-5218577
23 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5218577 The complaint Mr D has complained about how Clydesdale Bank Plc trading as Virgin Money has treated an overpayment he made to his mortgage account. He says he wanted to keep his monthly payments the same and reduce his mortgage term, but Virgin instead reduced his contractua... (3 pages)View decision -
Decision Reference DRN-5236175
23 Jan 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5236175 The complaint Mr S complains that James Hay Administration Company Ltd (“JHAC”) failed to complete the transfer of his pension savings to another provider in a timely manner. What happened Mr S held pension savings that were administered by JHAC. His pension savings were inv... (5 pages)View decision -
Decision Reference DRN-5236380
23 Jan 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5236380 The complaint Mr H complains Acasta European Insurance Company Limited (Acaster) unfairly declined his claim on his guarantee insurance policy. Acasta are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As A... (2 pages)View decision -
Decision Reference DRN-5237246
23 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5237246 The complaint Miss N complains that esure Insurance Limited disposed of her car without her consent following a claim made on her motor insurance policy. What happened Miss N made a claim to esure following damage caused to her car. She said she wanted to understand the dam... (2 pages)View decision -
Decision Reference DRN-5085266
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5085266 The complaint Mr and Mrs D complain Aviva Insurance Limited unfairly declined their home insurance claim. Mr and Mrs D have been represented for the complaint. For simplicity I’ve, in places, referred to the representative’s actions as being their own. What happened In ear... (5 pages)View decision -
Decision Reference DRN-5235018
23 Jan 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5235018 The complaint Mrs J complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. Mrs J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as b... (3 pages)View decision
