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 362712 results
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Decision Reference DRN-4619228
13 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4619228 The complaint Ms B complains about the service she received from Astrenska Insurance Limited (Astrenska) under a protection policy for her fridge freezer. References to Astrenska include their agents who administer policies and carry out services under policies. What happened T... (4 pages)View decision -
Decision Reference DRN-4600357
13 Feb 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4600357 The complaint Mrs D and X complain about DAS Legal Expenses Insurance Company Limited (“DAS”) and their decision to decline the claim X made on their Legal Expenses (“LE”) insurance policy. X has acted as the main representative during the claim and complaint process. So, for e... (3 pages)View decision -
Decision Reference DRN-4319373
13 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4319373 The complaint Mr and Mrs D complain that Santander UK Plc has applied an early repayment charge (ERC) when they redeemed their mortgage. They think the ERC wasn’t accurately explained to them by Santander when they took out their mortgage and the amount charged is excessive and... (3 pages)View decision -
Decision Reference DRN-4520987
13 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4520987 Complaint Mr G is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In August 2022, Mr G fell victim to a scam. He received a call from someone who purported to be an employee of HSBC. According to Mr G, they knew some basic details a... (3 pages)View decision -
Decision Reference DRN-4428188
13 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4428188 The complaint Mr C has complained that Bank of Scotland plc has acted unfairly by continuing to apply charges to his overdraft when he was in financial difficulty. What happened Mr C has an account with Bank of Scotland and says that he has been in his overdraft constantly for ... (3 pages)View decision -
Decision Reference DRN-4608507
13 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4608507 The complaint Mr B has complained about the service he received from The Prudential Assurance Company Limited. He is unhappy that he was not able to take benefits from two of his Personal Pension Plans (PPP) as income drawdown and with delays in the start of his annuity and poo... (4 pages)View decision -
Decision Reference DRN-4533864
13 Feb 2024 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-4533864 The complaint Ms B’s representative has complained, on her behalf, that Quilter Financial Planning Solutions Limited (Quilter) gave her unsuitable advice to transfer defined benefits from her occupational pension scheme (OPS) to a personal pension plan (PPP). The representative... (10 pages)View decision -
Decision Reference DRN-4579834
13 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4579834 The complaint Mr H has complained that Aviva Life & Pensions UK Limited (‘Aviva’) hasn’t dealt with his claim fairly. What happened Mr H has a group income protection insurance policy through his employer, underwritten by Aviva. In 2021 he became absent from work due to ill... (3 pages)View decision -
Decision Reference DRN-4501274
13 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4501274 The complaint Mrs M complains that Barclays Bank UK PLC was irresponsible in its lending to her. What happened Mrs M says that when she was already struggling financially and was receiving correspondence from Barclays about this, it increased her overdraft limit to £5,000. She ... (4 pages)View decision -
Decision Reference DRN-4510340
13 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4510340 The complaint Mr C complains about Liverpool Victoria Insurance Company Limited (LV) not providing him with a quote for motor insurance. Any reference to LV in this decision includes their agents. What happened In July 2023 Mr C approached LV (and another insurer, A) to ask for... (2 pages)View decision
