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 369227 results
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Decision Reference DRN-4839897
14 Aug 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4839897 The complaint Mr T complains that Scottish Equitable Plc trading as AEGON (“Aegon”) failed to provide him with information he requested in a timely manner. And he further complains that Aegon later provided him with incorrect information about the value of his pension saving... (3 pages)View decision -
Decision Reference DRN-4954206
14 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4954206 The complaint Ms Y complains about AXA Insurance UK Plc (AXA) declining a claim under her home insurance policy for damage to her property. References to AXA include their agents who administer the policy and assess claims. This decision covers Ms Y’s complaint to this Ser... (6 pages)View decision -
Decision Reference DRN-4467717
14 Aug 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4467717 The complaint Mr A complains that eToro (UK) Ltd closed the account that he was copy trading. He says his open positions were closed by eToro and that this resulted in a loss which he wants refunded. What happened Mr A opened a contract for differences (“CFD”) trading accou... (3 pages)View decision -
Decision Reference DRN-4817853
14 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4817853 The complaint Mrs H has complained that Wise Payments Limited (“Wise”) failed to effectively protect her from becoming the victim of a car purchase scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I... (3 pages)View decision -
Decision Reference DRN-4724215
14 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4724215 The complaint Mr W complains that Hargreaves Lansdown Asset Management Limited (HL) gave misleading information about an investment fund. He says that he’s now made a financial loss which would have been preventable had HL delivered good governance. Mr W would like HL to mak... (8 pages)View decision -
Decision Reference DRN-4941018
14 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4941018 The complaint Miss H has complained that Red Sands Insurance Company (Europe) Limited has unreasonably and unfairly refused to pay her claim under her pet policy by erroneously considering the cause of the claim to be pre-existing. What happened Miss H adopted her adult cat... (4 pages)View decision -
Decision Reference DRN-4673682
14 Aug 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4673682 The complaint Mr B complains that Aviva Life & Pensions Limited (Aviva) made unreasonable changes to his pension plan without adequate notice, which incurred additional costs, reduced his investment diversification, and made future comparison of performance and value for... (3 pages)View decision -
Decision Reference DRN-4965669
14 Aug 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4965669 The complaint Mr M complains a discount code offered by J D Williams & Company Limited trading as Fashion World (“JDW”), was not accepted on a purchase he made, and this has resulted in him having a higher balance and incurring more interest charges on his JDW catalogue ... (5 pages)View decision -
Decision Reference DRN-4790909
14 Aug 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4790909 The complaint Mr B complained about a charge applied by Stellantis Financial Services UK Limited, previously known as PSA Finance UK Limited trading as Free2Move Lease (‘Stellantis’), when he handed back a car he had acquired under a hire agreement. When I refer to what Mr ... (4 pages)View decision -
Decision Reference DRN-4928955
14 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4928955 The complaint Miss I complains that Aviva Insurance Limited has unfairly cancelled her motor insurance policy and failed to provide a refund. What happened Aviva sent Miss I a cancellation notice on 22 November 2023, providing 7 days’ notice that her policy would be cancelle... (3 pages)View decision
