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 362716 results
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Decision Reference DRN-4559750
9 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4559750 The complaint Ms W says that after she made a claim on her motor insurance policy contact from esure Insurance Limited was poor and that it took too long to process the claim. What happened Ms W told us in June 2023 that she’d had an accident in November 2022 in which her car w... (2 pages)View decision -
Decision Reference DRN-4574146
9 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4574146 The complaint Ms F complains about how Aviva Insurance Limited (“Aviva”) handled a claim under her motor insurance policy. What happened Ms F had a motor insurance policy with Aviva covering her car. In June 2023 she was involved in a collision causing damage to the bumper, bon... (3 pages)View decision -
Decision Reference DRN-4176801
9 Feb 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4176801 The complaint Ms O complains that Financial Administration Services Limited (trading as Fidelity) failed to provide her with sufficient, and timely, information about the price at which some of her investments were sold. What happened Ms O holds investments with Fidelity in an ... (3 pages)View decision -
Decision Reference DRN-4376373
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4376373 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax (“Halifax”) have failed to refund the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I ... (3 pages)View decision -
Decision Reference DRN-4451938
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4451938 The complaint C, a company, complains about the sale of their facility insurance policy by Aviva Insurance Limited and the settlement paid under a claim. Any reference to Aviva includes the actions of its agents. C is represented by Mr and Mrs C. What happened In January 2020, ... (3 pages)View decision -
Decision Reference DRN-4612448
9 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4612448 The complaint Mr S complains that Wise Payments Limited unreasonably blocked his account and that it failed to give him proper information about what verification documents it required, causing him to incur expenses in using alternative payment services and in obtaining such do... (3 pages)View decision -
Decision Reference DRN-4402428
9 Feb 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4402428 The complaint Mr J complains that HUB Financial Solutions Limited provided him with a poor service when he decided to take out an annuity. And its poor service resulted in his annuity being delayed, he believes this has caused him a loss. What happened Our investigator set out ... (5 pages)View decision -
Decision Reference DRN-4413508
9 Feb 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4413508 The complaint Mr T complains that Interactive Investor Services Limited (‘IISL’) is wrongly seeking to charge him the full amount of monthly account fees which he says have already been paid in full or partially from his portfolio dividends. To put things right, Mr T wants IISL... (3 pages)View decision -
Decision Reference DRN-4588450
9 Feb 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4588450 The complaint Ms S is unhappy with the annuity she receives from her policy that was originally with Zurich Assurance Ltd (Zurich). She would like a cash lump sum in place of the annuity going forward. She has explained that at the time when she decided to take her benefits in ... (4 pages)View decision -
Decision Reference DRN-4612835
9 Feb 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4612835 The complaint Mr W complains that DAS Legal Expenses Insurance Company Limited rejected a legal expenses insurance claim. What happened Mr W is a director of P, a limited company, which has a business protection insurance policy that includes legal expenses cover. Mr W is inclu... (3 pages)View decision
