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 360264 results
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Decision Reference DRN-4531422
31 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4531422 The complaint Mr W complains that TSB Bank plc failed to notice that he was spending large sums on gambling and failed to offer him support or advice. What happened Mr W has had an account with TSB since 2017. In July 2023 he complained to TSB that, as a recovering gambling add... (2 pages)View decision -
Decision Reference DRN-4331991
31 Jan 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4331991 The complaint Mr M’s representative, a Claims Management Company (CMC), complains on his behalf that he was mis-old a unit-linked Wealth Builder – a long term savings plan referred to as “the plan” – by Citibank Life now Sun Life Assurance Company of Canada (U.K.) Limited, trad... (5 pages)View decision -
Decision Reference DRN-4548578
31 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4548578 The complaint Mr and Mrs B complain about Aviva Insurance Limited (Aviva), who declined their claim under their home insurance policy. What happened Mr and Mrs B held a policy of insurance with Aviva. They discovered a leak under their sink at their home in April 2023. Aviva in... (3 pages)View decision -
Decision Reference DRN-4477108
31 Jan 2024 Tesco Personal Finance PLC Not upheldInsuranceDRN-4477108 The complaint Mr K complains that Tesco Personal Finance PLC wouldn’t remove breakdown cover from the renewal quote for his motor insurance policy. What happened Tesco sent Mr K a quote for the renewal of his motor insurance policy. The policy included breakdown cover, but Mr K... (2 pages)View decision -
Decision Reference DRN-4586836
31 Jan 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4586836 The complaint Mr and Mrs M complain that Bank of Scotland plc (trading as Birmingham Midshires) gave them poor advice about their buy to let mortgages when they were in financial difficulties. Mr M asks that it stops contacting them about the arrears, removes adverse data from ... (4 pages)View decision -
Decision Reference DRN-4574687
31 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4574687 The complaint Mrs G, Mr G1, Mr G2 and Mr G3 complain about Admiral Insurance (Gibraltar) Limited’s handling of their travel insurance claim. My refences to Admiral include its agents. Mr G1 has led the claim and the complaint on behalf of his family so for simplicity I’ll just ... (4 pages)View decision -
Decision Reference DRN-4184223
31 Jan 2024 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-4184223 The complaint Mr W complains about the advice given by BeaconIFA Limited (‘Beacon’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuitable for him ... (6 pages)View decision -
Decision Reference DRN-4592073
31 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4592073 The complaint Mr F complains about a decision by Tesco Personal Finance PLC (who I’ll call Tesco) not to uphold a claim he made to them under the chargeback scheme and under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued a provisional decision... (3 pages)View decision -
Decision Reference DRN-4591129
31 Jan 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4591129 The complaint Mr C has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) plc T/A Santander Consumer Finance (SCUK). What happened In April 2023 Mr C acquired a used electric car under a conditional sale agreement w... (7 pages)View decision -
Decision Reference DRN-4583378
31 Jan 2024 Sainsbury's Bank Plc Not upheldInsuranceDRN-4583378 The complaint Mr M is unhappy that Sainsbury’s Bank Plc didn’t refund his premium promptly. What happened Mr M brought his first complaint to this service as follows: Mr M had two contents insurance policies, one administrated by Sainsbury’s and one by another business, which I... (3 pages)View decision
