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 364862 results
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Decision Reference DRN-4757737
2 May 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4757737 The complaint Mrs M complains Aviva Life & Pensions UK Limited has incorrectly charged her for use of its investment platform. What happened Mrs M held investments with Aviva that were managed by an IFA. On her behalf, the IFA negotiated a special discount on Aviva’s platf... (2 pages)View decision -
Decision Reference DRN-4646071
2 May 2024 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4646071 The complaint Ms A complains that CIGNA Life Insurance Company of Europe SA-NV (CIGNA) has unfairly decided to stop meeting the cost of certain medication. What happened Ms A has a policy with CIGNA that covers, amongst other things, part of the cost of prescribed medication. M... (2 pages)View decision -
Decision Reference DRN-4721834
2 May 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4721834 The complaint Mr B has complained that Zopa Bank Limited acted irresponsibly when it provided him with a credit card in July 2021. Background Mr B applied for a Zopa credit card in July 2021. His application was approved, and he was given a credit card with a £300 limit. At the... (3 pages)View decision -
Decision Reference DRN-4776997
2 May 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4776997 The complaint Mr M complains about the decision by Great Lakes Insurance SE to turn down his property owners insurance claim. What happened Mr M holds a property owners policy with Great Lakes. In 2022 heavy rainfall caused damage to his property and he made a claim. Great Lake... (3 pages)View decision -
Decision Reference DRN-4757730
2 May 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4757730 The complaint G, a limited company, complains Aviva Life & Pensions UK Limited incorrectly charged it for use of its investment platform. What happened G held investments with Aviva that were managed by an IFA. On its behalf, the IFA negotiated a special discount on Aviva’s... (2 pages)View decision -
Decision Reference DRN-4757721
2 May 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4757721 The complaint Mr H complains Aviva Life & Pensions UK Limited has incorrectly charged him for use of its investment platform. What happened Mr H held investments with Aviva that were managed by an IFA. On his behalf, the IFA negotiated a special discount on Aviva’s platform... (2 pages)View decision -
Decision Reference DRN-4747267
2 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4747267 The complaint Mr N complains that HSBC UK Bank Plc timed him out of an online form when he tried to raise a dispute with them. What happened Mr N says the online form to raise a dispute with HSBC does not specify after how long it will time out and it does also not specify at t... (2 pages)View decision -
Decision Reference DRN-4728764
2 May 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4728764 The complaint Mr G1 and Mr G2 complain that Kensington Mortgage Company Limited didn’t make clear to them what impact a payment break on their mortgage would have on their credit files. What happened Mr G1 and Mr G2 took out a mortgage with Kensington in 2022. It is on a fixed ... (3 pages)View decision -
Decision Reference DRN-4771567
2 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4771567 The complaint Miss J complains that Nationwide Building Society (“Nationwide”) was irresponsible when it granted her a credit card account and later, on several occasions, increased her credit limit. What happened In April 2005 Nationwide opened a credit card account for Miss J... (4 pages)View decision -
Decision Reference DRN-4672486
1 May 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4672486 The complaint Mr O complains that Amtrust Europe Limited (“Amtrust”) unfairly declined a claim made under his building warranty. What happened Mr O’s property suffered a leak in July 2021. There was substantial damage to Mr O’s contents as well as the building itself. Mr O arra... (3 pages)View decision
