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 367927 results
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Decision Reference DRN-4583832
28 Mar 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4583832 The complaint Mr P complains that as a result of the way his fixed term retirement plan (FTRP) was set up by Legal and General Assurance Society Limited, he will receive two payments in the same tax year. He says as a result it will mean he pays significantly increased income t... (5 pages)View decision -
Decision Reference DRN-4696063
28 Mar 2024 Tickmill UK LTD UpheldInvestmentsDRN-4696063 The complaint Mr P complains about the way Tickmill UK Ltd operated its trading platform. He complains that: He told Tickmill he wasn’t working when he opened his account. He lost all his deposit within a few days, around €70,000. He wasn’t provided with any specific risk in... (8 pages)View decision -
Decision Reference DRN-4376455
28 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4376455 The complaint Mr T complains Advantage Finance Ltd (Advantage) irresponsibly entered into a hire purchase agreement because the repayments weren’t affordable or sustainable based on his financial circumstances at the time. What happened Mr T entered into the hire purchase agree... (4 pages)View decision -
Decision Reference DRN-4637779
28 Mar 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4637779 The complaint Mr and Mrs R are unhappy with the way Astrenska Insurance Limited (trading as Collinson Insurance) dealt with a claim on their travel insurance policy. What happened Mr and Mrs R had a travel insurance policy underwritten by Astrenska Insurance Limited (Astrenska)... (3 pages)View decision -
Decision Reference DRN-4714704
28 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4714704 The complaint Miss S has complained about her motor insurer Advantage Insurance Company Limited because when she had a claim it settled it proportionately. What happened Miss S’s policy with Advantage renewed in June 2022. In May 2023 her car was stolen. Advantage accepted the ... (5 pages)View decision -
Decision Reference DRN-4605632
28 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4605632 The complaint Mr B and Mrs B complain about Aviva Insurance Limited’s decision to decline a claim under their legal expenses insurance (LEI) policy. Any reference to Aviva includes the actions of its agents. Because Mr B has been leading on this complaint, for ease, I’ve referr... (4 pages)View decision -
Decision Reference DRN-4559275
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4559275 The complaint Miss P complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss P was contacted by an individual who gave her a job opportunity. She was able to work remotely and would have to finish a set number of tasks before she co... (2 pages)View decision -
Decision Reference DRN-4714777
28 Mar 2024 Grattan Plc Not upheldConsumer CreditDRN-4714777 The complaint Miss H is unhappy with her catalogue shopping account from Look Again, who is a trading name of Grattan plc. For the purposes of this decision, I have referred to Grattan throughout as it is accountable for the actions of Look Again. Miss H complains that Grattan ... (3 pages)View decision -
Decision Reference DRN-4713684
28 Mar 2024 Valleys Finance Limited UpheldConsumer CreditDRN-4713684 The complaint Mr H complains that Valleys Finance Limited (“Valleys”) gave him loans which he couldn’t afford to repay. Mr H says he had to take other loans and use credit cards in order to make ends meet. What happened A summary of Mr H’s borrowing can be found in the table be... (7 pages)View decision -
Decision Reference DRN-4699774
28 Mar 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4699774 The complaint Mr and Mrs C complain about the way National Westminster Bank Plc (“NatWest”) has managed their mortgage. What happened Mr and Mrs C have a joint mortgage with NatWest. The mortgage is a NatWest One Account offset mortgage. When they got the mortgage in 2008 the m... (3 pages)View decision
