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 362195 results
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Decision Reference DRN-5238911
14 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5238911 The complaint Mr B is unhappy with the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim he made on his car insurance policy. What happened Mr B’s vehicle was unfortunately damaged and so he logged a claim under his motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN-5199107
14 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5199107 The complaint Mr W complains about how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim under his home insurance policy for damage to his property from an escape of water. Reference to Admiral in this decision includes their agents. This decision covers Mr W... (6 pages)View decision -
Decision Reference DRN-4773592
14 Jan 2025 abrdn Fund Managers Limited Not upheldInvestmentsDRN-4773592 The complaint Mr H is unhappy with the service provided by abrdn Fund Managers Limited (‘abrdn’) in relation to his investment ISA. What happened Mr H holds an investment ISA with abrdn, with some units in the ASI Eastern European Fund (‘AEE fund’). In 2022, the decision was... (2 pages)View decision -
Decision Reference DRN-4813087
14 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4813087 The complaint Ms R complains that Metro Bank PLC did not refund the £40,000 she says she lost to a scam. What happened Ms R was looking to invest and was introduced to a company I’ll call ‘HS’ for the purpose of this decision. HS had several different building projects they ... (3 pages)View decision -
Decision Reference DRN-5236557
14 Jan 2025 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-5236557 The complaint Mr H has complained about a transfer of his Utmost Life and Pensions Limited (‘Utmost’) personal pension to a small self-administered scheme (‘SSAS’) in October 2017. Mr H’s SSAS was subsequently used to invest in Dolphin Capital (‘Dolphin’), a loan note invest... (11 pages)View decision -
Decision Reference DRN-4915365
14 Jan 2025 AJ Bell Securities Limited Not upheldInvestmentsDRN-4915365 The complaint Mr C complains that AJ Bell Securities Limited (‘AJB’) failed to sell his shares and hasn’t paid him dividends due for holding them. What happened Mr C holds CREST depositary interests (‘CDIs’) for 107 shares in a company I’ll refer to as ‘B’. Around mid-Octob... (5 pages)View decision -
Decision Reference DRN-5227655
14 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5227655 The complaint Mr F complains that Aviva Insurance Limited didn’t provide him with information about the progress of a claim on his motor insurance policy and he only became aware of it after arranging a new policy. What happened Aviva contacted Mr F after a third party said ... (2 pages)View decision -
Decision Reference DRN-5101555
14 Jan 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5101555 The complaint Mr E complains about a refund of charges by TSB Bank plc to an outstanding bank account balance. What happened Mr E held a bank account with TSB that had no overdraft facility. In December 2018, a direct debit was debited that took the account overdrawn by £7.8... (2 pages)View decision -
Decision Reference DRN-5187114
14 Jan 2025 Chubb European Group SE Not upheldInsuranceDRN-5187114 The complaint Mr F has complained that Chubb European Group SE declined a claim he made on a travel insurance policy. What happened Mr F was taking a trip abroad in January 2024. The departure of his UK flight was delayed by about three hours due to an issue with another p... (2 pages)View decision -
Decision Reference DRN-5212085
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5212085 The complaint Mr M complains that HSBC UK Bank Plc declined a transaction that he made to the Home Office for a visa application. He’s also unhappy about the service he received whilst trying to resolve the issue. What happened On 30 July 2024 Mr M made a payment of £16,925.... (2 pages)View decision
