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 365360 results
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Decision Reference DRN-4397917
19 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4397917 The complaint Mr F complains that Revolut Ltd (“Revolut”) won’t refund around £44,000 he lost to a cryptocurrency investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-4692455
19 Mar 2024 Wakam Not upheldInsuranceDRN-4692455 The complaint Mrs C complains that Wakam unfairly avoided her home insurance policies after she made a claim. Wakam is the underwriter of these policies i.e. the insurer. Part of this complaint concerns the actions of its agents. As Wakam has accepted it is accountable for the ... (5 pages)View decision -
Decision Reference DRN-4573369
19 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4573369 The complaint Mrs R complains Lloyds Bank PLC uploaded a third party’s email address to her personal profile and sent personal information regarding her credit card to this email address. What happened Mrs R made enquiries to Lloyds about a joint buy-to-let mortgage with a thi... (2 pages)View decision -
Decision Reference DRN-4679841
19 Mar 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4679841 The complaint Miss K has complained about the delay by Legal and General Assurance Society Limited in assessing her income protection claim. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Miss K made a... (2 pages)View decision -
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
