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 367928 results
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Decision Reference DRN-4644843
27 Mar 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-4644843 The complaint Mr S complains about Legal and General Assurance Society Limited (“L&G”). He’s unhappy L&G won’t allow him to take benefits from his Stakeholder Pension via flexi-access drawdown. And he doesn’t think it’s fair that L&G won’t agree to set a minimum sal... (3 pages)View decision -
Decision Reference DRN-4394491
27 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4394491 The complaint Mr S (on behalf of Company K) complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this com... (3 pages)View decision -
Decision Reference DRN-4681334
27 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4681334 The complaint Miss G is unhappy with how Monzo Bank Ltd handled a disputed transactions complaint. It led to her account being closed and a default being registered on her credit file. What happened Miss G went on holiday in August 2022. Her card was stolen while she was there,... (3 pages)View decision -
Decision Reference DRN-4674075
27 Mar 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4674075 The complaint Mr F complains that his Standard Life Assurance Company Limited (Standard Life) Stakeholder Pension Plan (the plan) has performed poorly, that it mis-advised him to remove the financial adviser from the plan and that it mis-handled his complaint. Standard Life is ... (7 pages)View decision -
Decision Reference DRN-4595389
27 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4595389 The complaint Miss G, Mr G and Mrs G complain about Liverpool Victoria Insurance Company Limited (“LV”) following a claim on their travel insurance policy. For ease of reading, I’ll refer to all submissions as being made by Mrs G directly. What happened Both sides are familiar ... (3 pages)View decision -
Decision Reference DRN-4474047
27 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4474047 The complaint Ms N complains that HSBC UK Bank Plc hasn’t refunded her the money she lost in an authorised push payment (“APP”) impersonation/email intercept scam. Ms N in bringing her complaint is being professionally represented. But for ease I’ll refer mainly to Ms N through... (7 pages)View decision -
Decision Reference DRN-4702456
27 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4702456 The complaint Mrs J complains that she and her partner were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Hitachi Capital (UK) Plc, which is now MitsubishiHC Capital UK Plc and trades as Novuna Personal Finance; for simplicity I’ll refer... (5 pages)View decision -
Decision Reference DRN-4695993
27 Mar 2024 Rock Insurance Services Limited Not upheldInsuranceDRN-4695993 The complaint Mr and Mrs T complain about the information provided by Rock Insurance Services Limited when they took out their travel insurance policy. What happened In summary, in July 2022, Mr and Mrs T took out an annual travel insurance policy underwritten by a third party ... (4 pages)View decision -
Decision Reference DRN-4565579
27 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4565579 The complaint Mr O, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In August 2020, Mr O acquired a used car financed by a cond... (3 pages)View decision -
Decision Reference DRN-4710920
27 Mar 2024 FIL Life Insurance Limited UpheldPensions and AnnuitiesDRN-4710920 The complaint Mr R complains that FIL Life Insurance Limited (FIL) unnecessarily delayed the transfer of his group personal pension to a small self-administered pension scheme (SSAS). Mr R believes the delays caused missed opportunities for his pension to grow What happened Mr ... (6 pages)View decision
