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
-
Decision Reference DRN-4367666
20 Mar 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4367666 The complaint A representative of the estate of the late Mrs G complains that Aviva Life & Pensions UK Limited (Aviva) did not advise her correctly in relation to the documentation required when paying the death benefits from Mrs G’s investment bond and her representative h... (3 pages)View decision -
Decision Reference DRN-4695248
20 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4695248 The complaint Mr Y complains that American Express Services Europe Limited didn’t provide him with the service it should have after he raised a dispute about flights he paid for using his AMEX credit card. What happened Mr Y bought tickets for himself and his husband using his ... (4 pages)View decision -
Decision Reference DRN-4662008
20 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4662008 The complaint Miss T complains about TSB Bank plc’s system errors preventing her from making online purchases. What happened Prior to November 2023, Miss T had an issue where she didn’t receive a One Time Passcode (OTP) due to a TSB technical issue. Miss T complained about this... (2 pages)View decision -
Decision Reference DRN-4657806
20 Mar 2024 RAC Motoring Services Not upheldInsuranceDRN-4657806 The complaint Mr M has complained RAC Motoring Services failed to honour its renewal terms when he renewed his Roadside Assistance policy. What happened Mr M said he has been a member of RAC since 2018. His roadside assistance policy was due for renewal on 10 August 2022, and h... (2 pages)View decision -
Decision Reference DRN-4633649
20 Mar 2024 ST&R Limited Not upheldInsuranceDRN-4633649 The complaint Ms and Mr P have complained – on behalf of their late mother, Mrs P’s estate – that ST&R Limited submitted a life policy application they shouldn’t have, because they told Mrs P she wouldn’t get cover. However, Mrs P was offered cover so cancelled a previous ... (3 pages)View decision -
Decision Reference DRN-4697436
20 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4697436 The complaint Mrs S complains about Nationwide Building Society’s ATM not working and her son then being asked to provide identity documents for a cash withdrawal. What happened I issued a provisional decision on 12 February 2024, and this is what I said: I’ve considered the re... (4 pages)View decision -
Decision Reference DRN-4494341
20 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4494341 The complaint Mr M complains that the savings plans sold to him by Sun Life Assurance Company of Canada (UK) Limited (SLOC) were missold. Mr M’s complaint has been brought by a third party on his behalf but to keep things simple, I’ll refer to all correspondence as coming from ... (3 pages)View decision -
Decision Reference DRN-4695216
20 Mar 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4695216 The complaint Mr U is complaining about the amount Haven Insurance Company Limited paid to settle a claim he made on his car insurance policy. What happened Mr U’s car was damaged in an accident so he contacted Haven to claim for the damage on his car insurance policy. Haven de... (4 pages)View decision -
Decision Reference DRN-4682114
20 Mar 2024 Scottish Widows Limited UpheldInsuranceDRN-4682114 The complaint Mrs W complains that Scottish Widows Limited trading as Halifax Financial Services (Halifax) caused unnecessary delays in providing information and surrendering, policies held through them that she had inherited. What happened Halifax say they were informed about ... (2 pages)View decision -
Decision Reference DRN-4544507
20 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4544507 The complaint Mr S complains that Lloyds Bank PLC didn’t honour an agreement to pay for the legal fees he incurred when he moved his mortgage to Lloyds, and didn’t refund the fees either. What happened Mr S bought his property in 2021, using a mortgage with another lender. In 2... (3 pages)View decision
