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 118878 results
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Decision Reference DRN-3553071
20 Jun 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3553071 The complaint Mr W complained to Wesleyan Assurance Society (Wesleyan) about the sale of his freestanding additional contribution (FSAVC) plans. Wesleyan upheld the complaint but Mr W doesn’t agree with the redress methodology used to calculate the loss he’s suffered as a resul... (6 pages)View decision -
Decision Reference DRN-3551124
20 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3551124 The complaint Mr and Mrs F complain about how AXA Insurance UK Plc dealt with a claim against their travel insurance policy. Reference to AXA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in fu... (5 pages)View decision -
Decision Reference DRN-3552959
20 Jun 2022 Southern Rock Insurance Company Limited UpheldInsuranceDRN-3552959 The complaint Mr E complained that Southern Rock Insurance Company Limited (“Southern Rock”) declined his claim following a road traffic collision. What happened Mr E took out a motor insurance policy with Southern Rock in May 2019. He was covered to use his car for social, dom... (3 pages)View decision -
Decision Reference DRN-3451736
20 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3451736 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA reversed a payment he’d received through his account and used debt collectors to chase him for repayment. What happened Mr B sold a phone and received a payment for it through his PayPal account. However, the buy... (3 pages)View decision -
Decision Reference DRN-3497455
20 Jun 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3497455 The complaint Mr D complains that DAS Legal Expenses Insurance Company Limited unfairly declined his claim for rent protection under his legal expenses insurance policy. What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised what ha... (3 pages)View decision -
Decision Reference DRN-3322311
20 Jun 2022 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-3322311 The complaint Mr R complains about three fixed sum loan agreements with Virgin Media Mobile Finance Limited (‘Virgin’), which he says he didn’t authorise. What happened In January 2020 Virgin discovered that a third party had successfully applied for three fixed sum loan agreem... (3 pages)View decision -
Decision Reference DRN-3552515
20 Jun 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3552515 The complaint Ms N complains that Halifax Share Dealing Limited (Halifax) failed to allocate the full £20,000 she deposited to her Individual Savings Account (ISA) allowance for 2019/2020. She’s also unhappy she was unable to use all of her ISA allowance for the financial year ... (6 pages)View decision -
Decision Reference DRN-3441076
20 Jun 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3441076 The complaint Mr M complains that Fairmead Insurance Limited declined his claim for the loss of his watch, under his home contents insurance policy. Mr M is represented in his complaint by Mr H. But I will refer to Mr M in my decision for ease of reading. What happened In July ... (4 pages)View decision -
Decision Reference DRN-3552655
20 Jun 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3552655 The complaint Mr B complains that Barclays Bank UK PLC made errors with his buy to let mortgage accounts which caused difficulties with his tenants and resulted in adverse data on his credit files. He asks that this is put right and for an apology and compensation that reflects... (3 pages)View decision -
Decision Reference DRN-3552287
20 Jun 2022 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-3552287 The complaint Mr N complains about the advice given by Towergate Financial (East) Limited (“Towergate”) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says his understanding was that both schemes were very similar ... (7 pages)View decision
