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 364766 results
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Decision Reference DRN-4611801
19 Mar 2024 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-4611801 The complaint Mr B complains that Standard Life Assurance Limited (SL) caused an unreasonable delay to his transfer request. He feels that the additional documentary evidence SL asked for was excessive and unnecessary. What happened Mr B has a pension plan with SL which I under... (7 pages)View decision -
Decision Reference DRN-4609314
19 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4609314 The complaint Mr P complains about information given to him in a branch of Clydesdale Bank Plc, trading as Virgin Money. As a result, Mr P says this mismanaged his expectations, lost him credit interest and caused inconvenience. What happened In March 2023, Mr P visited a branc... (2 pages)View decision -
Decision Reference DRN-4689893
19 Mar 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-4689893 The complaint Mr H complains about the verification processes and restrictions that Hargreaves Lansdown Asset Management Limited (“HL”) have put in place in relation to his account. What happened Mr H has an execution only account with HL and now lives outside the UK. In Decemb... (7 pages)View decision -
Decision Reference DRN-4692576
19 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4692576 The complaint H and Mr and Mrs A complain about the way Ageas Insurance Limited handled a claim they made on their Landlord buildings insurance policy for damage caused by subsidence. Mr S is a director of H, and so is eligible to bring a complaint on its behalf. Mr S and Mr an... (3 pages)View decision -
Decision Reference DRN-4640810
19 Mar 2024 Succession Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4640810 The complaint Mr D complains about the advice given by Succession Wealth Management Ltd trading as Succession Wealth (‘SWM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was... (11 pages)View decision -
Decision Reference DRN-4688876
19 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4688876 The complaint Mr B complains that Accelerant Insurance Europe SA/NV turned down his property owners insurance claim. Any reference to Accelerant includes the actions of its agents. What happened Mr B has a property owners insurance policy with Accelerant, which covers a propert... (3 pages)View decision -
Decision Reference DRN-4690860
19 Mar 2024 MBNA Limited UpheldBanking and PaymentsDRN-4690860 The complaint Mr C complains that MBNA Limited treated him unfairly regarding a dispute about a transaction to purchase music festival tickets. What happened In August 2020 Mr C paid just over £593 for music festival tickets through an introducer web... (9 pages)View decision -
Decision Reference DRN-4689494
19 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4689494 The complaint Mr B complains that National Westminster Bank Plc, during telephone banking, has repeatedly confused him with another customer (who is deceased) with a similar customer number to his. What happened Mr B has vulnerabilities, which he told NatWest about and which it... (3 pages)View decision -
Decision Reference DRN-4606699
19 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4606699 The complaint Mr T complains Admiral Insurance (Gibraltar) Limited (Admiral) caused avoidable delays after he made a claim on his motor insurance policy. There are several parties and representatives of Admiral involved throughout the complaint but for the purposes of this comp... (3 pages)View decision -
Decision Reference DRN-4397135
19 Mar 2024 National House-Building Council Not upheldInsuranceDRN-4397135 The complaint Mr and Mrs E complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr E has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dispute, ... (3 pages)View decision
