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 360264 results
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Decision Reference DRN-5022324
26 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5022324 The complaint Mr and Mrs C complain that Aviva Insurance Limited (“Aviva”) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. I’ll refer to Mr C in my decision for ease. What happened On 2 January 2024 Mr C’s roof was d... (3 pages)View decision -
Decision Reference DRN-5153174
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5153174 The complaint Mr P complains on behalf of the estate of Mrs P about the service he received from Bank of Scotland plc trading as Halifax. What happened Mr P is unhappy that Halifax told him that he could not close the late Mrs P’s account until he received a grant of probate... (2 pages)View decision -
Decision Reference DRN-4779599
26 Nov 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4779599 The complaint Mr M complains that Pi Financial Ltd trading as Albemarle Financial Consulting (Pi) gave him unsuitable advice to switch two personal pensions to a SIPP. What happened Our investigator set out a short background to the complaint which I have amended slightly as... (8 pages)View decision -
Decision Reference DRN-5002087
26 Nov 2024 Phoenix Life Limited Not upheldInsuranceDRN-5002087 The complaint Mr G has complained about the service he received from Phoenix Life Limited trading as Sun Life. In particular he complains that it failed to notify him of the introduction of a new product. For simplicity I shall just refer to Sun Life, rather than Phoenix Lif... (2 pages)View decision -
Decision Reference DRN-5046465
26 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5046465 The complaint Mr S has complained that U K Insurance Limited (UKI) declined a claim he made on a travel insurance policy attached to his bank account. What happened Mr S and his two children were due to go on a trip abroad beginning on 11 August 2023. Very sadly, Mr S’s wif... (3 pages)View decision -
Decision Reference DRN-5128194
26 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5128194 The complaint Mr R complains that Ageas Insurance Limited unfairly declined a claim and avoided his motor insurance policy. What happened Mr R bought a second-hand vehicle. In August 2023, he took out a motor insurance policy with Ageas via a price comparison website. In Jan... (3 pages)View decision -
Decision Reference DRN-4944682
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4944682 The complaint Mr E complains that Lloyds Bank PLC did not refund the £20,000 he says he lost to a scam. What happened Mr E was introduced to an investment opportunity by a broker, in a company I’ll call ‘C’. C offered mini bonds to help raise funds for three mineral and oil ... (3 pages)View decision -
Decision Reference DRN-5113946
26 Nov 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5113946 The complaint Mr F complains difficulties experienced with TSB Bank plc after it agreed to refund overdraft interest, fees and charges applied to a current account he’d previously held. Mr F also complains that TSB failed to send him a copy of its default notice. In addition... (3 pages)View decision -
Decision Reference DRN-4944757
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4944757 The complaint Mr E complains that Lloyds Bank PLC did not refund the £20,000 he says he lost to a scam. What happened Mr E was introduced to an investment with a company I’ll call ‘B’ for the purposes of this decision. B claimed to provide mini bonds for the purpose of tradi... (3 pages)View decision -
Decision Reference DRN-5164403
26 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5164403 The complaint Mr W has complained about a credit card NewDay Ltd trading as Fluid Credit Card (“NewDay”) provided to him. Mr W says that he shouldn’t have been given the credit card as it was unaffordable for him. What happened In April 2021 NewDay provided Mr W with a cre... (3 pages)View decision
