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 362716 results
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Decision Reference DRN-4698626
28 Mar 2024 Canada Life Limited Not upheldPensions and AnnuitiesDRN-4698626 The complaint Mr R believes Canada Life Ltd (CLL) have acted unfairly by reducing the pension benefits he receives before he reached his state pension age. What happened Mr R retired from his previous employment in 2009, after 31 years of service, to start a new business. He wa... (4 pages)View decision -
Decision Reference DRN-4708666
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4708666 The complaint The trustees of a trust, which I’ll refer to as T, complain that National Westminster Bank Plc closed the trust’s current account without giving proper notice. They say that this has left them unable to access the trust’s NatWest investment portfolio. This complai... (4 pages)View decision -
Decision Reference DRN-4470356
28 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4470356 The complaint Mr C is complaining about the amount AXA Insurance UK Plc has paid to settle a claim he made against his car insurance policy. What happened In July 2022 Mr C bought a car through a salvage agent and he paid £650 plus fees for it. He took out a car insurance polic... (2 pages)View decision -
Decision Reference DRN-4317191
28 Mar 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4317191 The complaint Mrs H is unhappy with how Legal and General Assurance Society Limited (L&G) handled her claim. What happened Mrs H has group income protection policy with her employer that is underwritten by L&G. In July 2022, Mrs H became unwell following a bereavement a... (3 pages)View decision -
Decision Reference DRN-4638257
28 Mar 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4638257 The complaint Miss G complains that Pinnacle Insurance Plc unfairly declined her pet insurance claim. What happened Miss G held a pet insurance policy, underwritten by Pinnacle. Sadly, in late April 2023, her cat became ill and was vomiting blood. Miss G took her to the vets wh... (4 pages)View decision -
Decision Reference DRN-4391025
28 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4391025 The complaint Miss H complains about how Accredited Insurance (Europe) Ltd settled her claim on her car insurance policy. What happened Miss H’s car was stolen and so she contacted Accredited to claim on her car insurance policy. Her car was then recovered but had been damaged ... (3 pages)View decision -
Decision Reference DRN-4681044
28 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4681044 The complaint Mr J complains that Advantage Finance Ltd (AF) failed to complete adequate checks prior to approving a Hire Purchase agreement for him. In addition, Mr J doesn’t think he was treated with forbearance when he struggled to make his repayments following a change in h... (4 pages)View decision -
Decision Reference DRN-4519628
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4519628 The complaint A company, which I’ll refer to as H, complain that Santander UK Plc (Santander) unfairly closed its accounts, and in that process, provided poor service. In bringing this complaint, H is represented by its director, who I’ll refer to as Mr R What happened H was a... (5 pages)View decision -
Decision Reference DRN-4354789
28 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4354789 The complaint Mr D complains that Aviva Insurance Limited turned down his commercial insurance claim. What happened Mr D holds commercial insurance cover with Aviva which covers a flat and a shop. On 8 February 2023, pipes burst in the loft space above the flat which caused wat... (2 pages)View decision -
Decision Reference DRN-4487214
28 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4487214 The complaint Mr B is unhappy that Barclays Bank UK Plc haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in my decision. What happened The detailed background to this c... (4 pages)View decision
