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 381082 results
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Decision Reference DRN-5298086
31 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5298086 The complaint Mr E complains that St. James’s Place Wealth Management Plc (SJPWM) failed to provide him with any advice or support in relation to his Self-Invested Personal Pension (SIPP) and removed itself as his servicing agent without any prior warning. What happened In 2... (5 pages)View decision -
Decision Reference DRN-5245609
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5245609 The complaint Mr S has complained about Aviva Insurance Limited. He isn’t happy that it declined his claim under his motor insurance policy following the theft of his car. A representative has supported Mr S in bringing this complaint, but for simplicity I’ve mainly referred... (5 pages)View decision -
Decision Reference DRN-5299352
31 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5299352 The complaint Mr and Mrs D complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their storm claim for damage to their flat roof and internally within their home. Mr and Mrs D were also unhappy with the delays and poor communication received with... (3 pages)View decision -
Decision Reference DRN-5244096
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5244096 The complaint Miss M complained because Bank of Scotland plc, trading as Halifax, refused to refund her for cash withdrawals which she said she didn’t authorise. What happened On 30 May 2024, Miss M contacted Halifax. She said she’d noticed two cash machine withdrawals whic... (3 pages)View decision -
Decision Reference DRN-5269572
31 Jan 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5269572 The complaint Mr and Mrs B’s complaint is about the actions HSBC UK Bank Plc took to recover an outstanding mortgage debt. Mr and Mrs B believe HSBC put undue pressure on them, as a result of which they accepted a lower price for the property. Mr and Mrs B are also unhappy a... (4 pages)View decision -
Decision Reference DRN-5279285
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5279285 The complaint The estate of Mr M complains Santander UK Plc allowed an unauthorised third party to withdraw funds Santander held for Mr M held after his death. The estate further complains the beneficiary of the deceased estate was denied access to these funds for eight year... (3 pages)View decision -
Decision Reference DRN-4870117
31 Jan 2025 OakNorth Bank plc Not upheldBanking and PaymentsDRN-4870117 The complaint Mrs S complains that OakNorth Bank plc (OakNorth) closed her savings accounts unfairly and without enough notice. What happened Mrs S had three savings accounts with OakNorth. When she applied for the accounts, she said she was born in the United States of Amer... (4 pages)View decision -
Decision Reference DRN-5170944
31 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5170944 The complaint Mr R and Mrs R are unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled the claim they submitted under their home insurance policy. As Mr R has been leading on this complaint, and for ease, I’ve referred to him throughout. What happened... (4 pages)View decision -
Decision Reference DRN-4430184
31 Jan 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4430184 The complaint Mr J complains about the sale and administration of a life policy he holds with Zurich Assurance Ltd. What happened After speaking with an Independent Financial Adviser (IFA) in 1998 Mr J took out a Lifestyle Plus Plan life policy. An Indexation Benefit was cho... (2 pages)View decision -
Decision Reference DRN-5049944
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5049944 The complaint Miss G complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss G fell victim to an investment scam after she read an article online and followed a link she found in it. She gave her details and was contacted by an i... (3 pages)View decision
