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
-
Decision Reference DRN-4572027
22 Jan 2024 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4572027 The complaint Mrs M’s representative complains that Utmost Life and Pensions Limited incorrectly advised her to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan, rather than join the cheaper, in-house Additional Voluntary Contribution (AVC) scheme. Mrs M ... (6 pages)View decision -
Decision Reference DRN-4492896
22 Jan 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4492896 The complaint Mr M is unhappy with several aspects of the service he received from Staring Bank Limited. What happened To briefly summarise: Mr M has a disability which makes verbal communication difficult. In October 2022, Mr M emailed Starling and asked to discuss a repayment... (2 pages)View decision -
Decision Reference DRN-4550974
22 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4550974 The complaint Mr L and Mrs T have complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under a home insurance policy. References to LV include companies acting on its behalf. What happened Mr L and Mrs T contacted LV to make a claim when t... (2 pages)View decision -
Decision Reference DRN-4363939
22 Jan 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4363939 The complaint Mr R is unhappy after JP Morgan Europe Ltd trading as Chase decided not to refund him after he says he was the victim of an authorised push payment (APP) scam. What happened Mr R says he was contacted by someone via social media looking for an investment of £1,500... (3 pages)View decision -
Decision Reference DRN-4569039
22 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4569039 The complaint Mr S complains about issues he had paying in cheques to his bank account with Bank of Scotland plc trading as Halifax (“Halifax”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in d... (2 pages)View decision -
Decision Reference DRN-4530553
22 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4530553 The complaint The Estate of Ms B complains about how Aviva Insurance Limited (Aviva), handled a claim for damage from an escape of water under the Estate of Ms B’s home insurance policy. Any reference to Aviva in this decision includes their agents. Ms B unfortunately passed aw... (6 pages)View decision -
Decision Reference DRN-4566490
22 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4566490 The complaint Mrs S has complained that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) home insurance policy. For the avoidance of doubt, the term ‘Red Sands’ includes its agents and representatives in this decision letter. What happened Unfortunately, Mrs S lost he... (3 pages)View decision -
Decision Reference DRN-4471762
22 Jan 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4471762 The complaint Mr W complains about a hire purchase agreement he entered into with Volkswagen Financial Services (UK) Limited (“VWFS”). He says the agreement was mis-sold to him and that it should’ve been in his daughter’s name. What happened In October 2018 Mr W entered into a ... (2 pages)View decision -
Decision Reference DRN-4572895
22 Jan 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4572895 The complaint Ms E complains about the decision by Pinnacle Insurance Plc to retrospectively apply exclusions to her pet insurance policy, and turn down a claim. What happened In May 2023, Ms E took out the policy to cover her dog. She made a claim after her dog ate a soft toy ... (3 pages)View decision -
Decision Reference DRN-4314414
22 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4314414 The complaint Mr H is a sole trader, he complains on behalf of his business ‘O’ that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. What happened Mr H told us: He’d held a business current account for O with Barclays. On 1 February 2023, the bank... (3 pages)View decision
