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 355536 results
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Decision Reference DRN-4821964
30 Aug 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4821964 The complaint Mr S complains that ReAssure Limited failed to treat him fairly when he asked for some pension benefits to be put into payment. What happened Many of Mr S’s dealings with ReAssure have been through, or with the assistance of, his financial advisor. But in this ... (4 pages)View decision -
Decision Reference DRN-4953392
30 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4953392 The complaint Mr and Mrs C are unhappy with Bank of Scotland trading as Halifax’s handling of their Continuous Payment Authority (CPA). What happened Mr and Mrs C bought an item and set up the CPA to pay for the goods via three instalments from their Halifax current account... (3 pages)View decision -
Decision Reference DRN-4977238
30 Aug 2024 RAC Financial Services Ltd Not upheldInsuranceDRN-4977238 The complaint Mr K has complained that RAC Financial Services Ltd (“RACF”) mis-sold him a roadside assistance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this compl... (2 pages)View decision -
Decision Reference DRN-4913190
30 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4913190 The complaint Mr and Mrs D complain about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim they made on their home insurance policy. RSA are the underwriters of this policy, i.e. the insurer. Part of this complaint concer... (4 pages)View decision -
Decision Reference DRN-4778863
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4778863 The complaint Mr G complains Hargreaves Lansdown Asset Management Limited (HL) provided mis- leading information when promoting a fund, which he invested in through an ISA and a share dealing account. He says it had a conflict of interest when continuing to promote the fund ... (9 pages)View decision -
Decision Reference DRN-4921285
30 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4921285 The complaint Mrs A has complained about the actions of National Westminster Bank Plc (NatWest) after she was the victim of an authorised push payment (APP) job scam. What happened In October 2023, Mrs A signed up to an online job opportunity which involved submitting revie... (4 pages)View decision -
Decision Reference DRN-4713976
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4713976 The complaint Mr W complains that Monzo Bank Ltd did not refund the money he says he lost to a scam. What happened I won’t repeat what happened in detail as both parties are aware of the circumstances of the complaint. In summary, Mr W says he was contacted on a messaging se... (4 pages)View decision -
Decision Reference DRN-4913477
30 Aug 2024 Unum Ltd Not upheldInsuranceDRN-4913477 The complaint Mrs N complains Unum Limited unfairly declined her claim when she was too unwell to work. What happened Mrs N works as a client manager in financial services and is a beneficiary of her employer’s group income protection policy, which is underwritten by Unum. T... (3 pages)View decision -
Decision Reference DRN-4993933
30 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4993933 The complaint Mr Y complains about the quality of a repair carried out by U K Insurance Limited (UKI) following a claim on his home insurance policy. Reference to UKI includes its agents. What happened Mr Y held a home insurance policy with UKI. Following damage to his prope... (3 pages)View decision -
Decision Reference DRN-4949488
30 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4949488 The complaint Mr and Mrs G complain Ageas Insurance Limited unfairly declined a claim they made on their home insurance policy for damage which they thought had been caused by a storm. What happened In May 2024 Mr and Mrs G noted water was coming into their property. They th... (2 pages)View decision
