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 366350 results
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Decision Reference DRN-5050861
30 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5050861 The complaint Mrs and Mr B complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mrs and Mr B had a Gold level annual multi-trip travel insurance policy insured by Great Lakes. They were d... (4 pages)View decision -
Decision Reference DRN-5042013
30 Sep 2024 AIG Life Limited UpheldInsuranceDRN-5042013 The complaint Ms P’s complained that AIG Life Limited unfairly declined her critical illness claim after she was treated for a type of cancer What happened In 2016, Ms P bought a life and critical illness policy from AIG. The policy provides £100,000 cover in the event of h... (4 pages)View decision -
Decision Reference DRN-5050393
30 Sep 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5050393 The complaint N, a limited company, complains that Tide Platform Ltd won’t refund them in full for funds they lost due to a scam. What happened N is represented by its director, Mr R. I understand the facts of this case are largely not in dispute, so I shall cover them only... (6 pages)View decision -
Decision Reference DRN-4961576
30 Sep 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4961576 The complaint Mr and Mrs B complain that AXA PPP Healthcare Limited didn’t let them know that they could take out a cheaper policy when their ‘Assure’ private medical insurance policy renewed in 2020 and 2021. What happened Mr and Mrs B held an ‘Assure’ personal private medi... (5 pages)View decision -
Decision Reference DRN-5050910
30 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5050910 The complaint Mr I, a sole trader, has made a wide ranging complaint about the service provided to him by Bank of Scotland plc. What happened Mr I told us he is unhappy about the way Bank of Scotland has communicated with him. In particular, he says the bank: Failed to no... (3 pages)View decision -
Decision Reference DRN-4939302
30 Sep 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4939302 The complaint Mr V has complained that National Westminster Bank Plc (“NatWest”) acted unfairly and unreasonably by declining to pay a claim under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr V, alongside his wife, had purchased a number of holiday club and... (6 pages)View decision -
Decision Reference DRN-4876679
30 Sep 2024 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4876679 The complaint Miss S is unhappy with the advice she received from Capital Professional Limited trading as Ascot Lloyd (referred to herein as CPL) to transfer benefits from her employer’s defined benefit (DB) scheme to a self-invested personal pension (SIPP). She believes the... (7 pages)View decision -
Decision Reference DRN-5049178
30 Sep 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5049178 The complaint Mr G complains that Hargreaves Asset Management Limited (HAML) continued to promote the Woodford Equity Income Fund (WEIF) and include it in its Wealth 50/150 lists after it became aware of liquidity issues with the fund and its exposure to higher risk sectors.... (11 pages)View decision -
Decision Reference DRN-4848306
30 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4848306 The complaint Mr U has complained that Santander UK Plc (“Santander”) mis-sold him a fee-paying Reward packaged account in 2010 and a fee-paying 123 account in 2012. Mr U says he was told having the two accounts was his only way of obtaining an overdraft. What happened San... (4 pages)View decision -
Decision Reference DRN-4933619
30 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4933619 The complaint Mr E complains that Advantage Insurance Company Limited increased its quote for a motor insurance policy. What happened Mr E looked for a new policy through an online comparison site. He found one with Advantage, but he said that when he was directed to Advant... (2 pages)View decision
