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 370903 results
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Decision Reference DRN-4871105
30 Aug 2024 HSBC Life (UK) Limited UpheldInsuranceDRN-4871105 The complaint Miss C has complained that HSBC Life (UK) Limited has declined her critical illness claim. What happened The background to this complaint is well known to the parties so I won’t detail it in full here. In summary Miss F took out a critical illness policy in Aug... (4 pages)View decision -
Decision Reference DRN-4985578
30 Aug 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-4985578 The complaint Mr and Mrs S have complained that Zurich Insurance Company Limited declined a claim they made on a travel insurance policy. What happened Mr and Mrs S were due to go on holiday abroad on 12 October 2023. However, shortly beforehand, Mr S was admitted to hospit... (2 pages)View decision -
Decision Reference DRN-4495873
30 Aug 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4495873 The complaint Mrs O complains about Scottish Widows Limited’s handling of her request to transfer her personal pension to a small self-administered scheme (SSAS). Mrs O’s husband, Mr O, largely dealt with Scottish Widows in connection with her transfer request (as he made a ... (7 pages)View decision -
Decision Reference DRN-4495984
30 Aug 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4495984 The complaint Mr O complains about Scottish Widows Limited’s handling of his request to transfer his personal pension to a small self-administered scheme (SSAS). What happened Mr O held a personal pension with Scottish Widows. On 27 October 2022, he signed a trust deed rela... (8 pages)View decision -
Decision Reference DRN-4949446
30 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4949446 The complaint Mr R complains about a claim he made to Capital One (Europe) plc (‘CO’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Mr R bought a high value watch ... (3 pages)View decision -
Decision Reference DRN-4821964
30 Aug 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4821964 The complaint Mr S complains that ReAssure Limited failed to treat him fairly when he asked for some pension benefits to be put into payment. What happened Many of Mr S’s dealings with ReAssure have been through, or with the assistance of, his financial advisor. But in this ... (4 pages)View decision -
Decision Reference DRN-4953392
30 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4953392 The complaint Mr and Mrs C are unhappy with Bank of Scotland trading as Halifax’s handling of their Continuous Payment Authority (CPA). What happened Mr and Mrs C bought an item and set up the CPA to pay for the goods via three instalments from their Halifax current account... (3 pages)View decision -
Decision Reference DRN-4977238
30 Aug 2024 RAC Financial Services Ltd Not upheldInsuranceDRN-4977238 The complaint Mr K has complained that RAC Financial Services Ltd (“RACF”) mis-sold him a roadside assistance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this compl... (2 pages)View decision -
Decision Reference DRN-4913190
30 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4913190 The complaint Mr and Mrs D complain about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim they made on their home insurance policy. RSA are the underwriters of this policy, i.e. the insurer. Part of this complaint concer... (4 pages)View decision -
Decision Reference DRN-4778863
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4778863 The complaint Mr G complains Hargreaves Lansdown Asset Management Limited (HL) provided mis- leading information when promoting a fund, which he invested in through an ISA and a share dealing account. He says it had a conflict of interest when continuing to promote the fund ... (9 pages)View decision
