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 380824 results
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Decision Reference DRN-4918601
30 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4918601 The complaint Mr and Mrs P complain Great Lakes Insurance SE unfairly declined a travel insurance claim. Mrs P was travelling with her daughter. So my references will be to Mrs P. What happened Mrs P holds a travel insurance policy which provides cover for her and her family... (4 pages)View decision -
Decision Reference DRN-5052029
30 Sep 2024 Invest Southwest Ltd Not upheldInvestmentsDRN-5052029 The complaint Mr and Mrs S have complained about the advice they received from Invest Southwest Ltd (Invest Southwest) to invest in an Open-Ended Investment Company (OEIC). They believe the advice was unsuitable because as they were exposed to a higher level of risk than the... (6 pages)View decision -
Decision Reference DRN-4956939
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956939 The complaint Mr K says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr K says he noticed six transactions on his account on 7 April 2024, which he says he didn’t authorise. These were all ApplePay ... (2 pages)View decision -
Decision Reference DRN-4957236
30 Sep 2024 Saga Services Limited Not upheldInsuranceDRN-4957236 The complaint Mr and Mrs W are unhappy that Saga Services Limited mis-sold them a private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-4774331
30 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4774331 The complaint Mr H complains that Clydesdale Bank Plc, trading as Virgin Money, recorded a missed payment marker on his credit file in error which impacted a mortgage application. What happened Mr H had a credit card with Virgin Money which had a £5 monthly fee. Around April... (3 pages)View decision -
Decision Reference DRN-4553487
30 Sep 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4553487 The complaint Mrs K complains Hargreaves Lansdown Advisory Services Limited (HL) misadvised her to invest in the Woodford Income Focus Fund (WIFF). She says she made a substantial financial loss as a result of this advice and misleading information. And she’d like compensati... (7 pages)View decision -
Decision Reference DRN-4957505
30 Sep 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4957505 The complaint Mr W is unhappy that AXA PPP Healthcare Limited declined a claim made under his private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving ... (3 pages)View decision -
Decision Reference DRN-4882176
30 Sep 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4882176 The complaint Mrs R is unhappy that Legal and General Assurance Society Limited declined a claim she made for the serious illness benefit under her level term assurance plan (‘the policy’). What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-4546633
30 Sep 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4546633 The complaint Mr K complains Hargreaves Lansdown Advisory Services Limited (HL) misadvised him to invest in the Woodford Income Focus Fund (WIFF). He says he made a substantial financial loss as a result of this advice and misleading information. And he’d like compensation. ... (7 pages)View decision -
Decision Reference DRN-5040596
30 Sep 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5040596 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in February 2015. Mr M’s SSAS was subs... (11 pages)View decision
