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 360982 results
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Decision Reference DRN-5223596
7 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5223596 The complaint Mr B complains that ReAssure Limited has failed to invest his pension savings in a professional manner. What happened Mr B holds pension savings with ReAssure. Those pension savings arose from a policy Mr B had opened with another firm to receive pension contri... (3 pages)View decision -
Decision Reference DRN-4835755
7 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4835755 The complaint Miss A complains that Bank of Scotland plc trading as Halifax UK hasn’t refunded her after she reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so my summary of events will be brief. Miss A join... (3 pages)View decision -
Decision Reference DRN-5226940
7 Jan 2025 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-5226940 The complaint Mr N and Ms B complain about the amount Ecclesiastical Insurance Office Plc has offered to settle a claim they made under her home insurance policy. Reference to Mr N or Ecclesiastical includes their respective representatives and agents. What happened The ci... (3 pages)View decision -
Decision Reference DRN-4811831
7 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4811831 The complaint Miss A complains that Nationwide Building Society hasn’t refunded her after she reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so my summary of events will be brief. Miss A joined an online pr... (3 pages)View decision -
Decision Reference DRN-5244166
7 Jan 2025 AJ Bell Management Limited UpheldInvestmentsDRN-5244166 The complaint Mr T complains that AJ Bell Management Limited (“AJ Bell”) provided him with misleading information regarding a sell order he placed in his Self-Invested Personal Pension “SIPP”). What happened Mr T holds a SIPP with AJ Bell. He placed a sell order at 4:48am on... (4 pages)View decision -
Decision Reference DRN-4793151
7 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4793151 The complaint Mr and Mrs S complaint that Santander UK Plc did not full reimburse the funds they lost to a scam. What happened Mrs S received a telephone call claiming to be from Santander’s fraud department who said her account had been targeted by fraudsters. They told her... (3 pages)View decision -
Decision Reference DRN-5154864
7 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5154864 The complaint Mrs T is unhappy that Legal and General Assurance Society Limited (‘L&G’) cancelled her life insurance policy which included terminal illness cover (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repea... (3 pages)View decision -
Decision Reference DRN-5117310
7 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5117310 The complaint Miss G complains Bank of Scotland plc (BOS) allowed her bank account to go overdrawn causing her credit file to be affected. What happened Miss G says she received an alert from a credit reference agency informing her that a missed payment had been registered o... (3 pages)View decision -
Decision Reference DRN-5242765
7 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5242765 The complaint Mr R complains that Bank of Scotland plc hasn’t explained why a credit card application he made was declined. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr R applied online for a cr... (3 pages)View decision -
Decision Reference DRN-5164872
7 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5164872 The complaint Mr B complains that Marshmallow Insurance Limited (“Marshmallow”) unfairly declined his claim and avoided his motor insurance policy (treated it as though it never existed) as well as damaging his vehicle whilst under its care. What happened In January 2024 Mr ... (3 pages)View decision
