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-4606867
8 Feb 2024 Scottish Widows Limited UpheldInsuranceDRN-4606867 The complaint Mr W complained that Scottish Widows Limited had failed to explain the difference between the surrender values of two Income Protection policies taken out around the same time. To put things right, Mr W wanted Scottish Widows to pay him more financial compensation... (4 pages)View decision -
Decision Reference DRN-4537490
8 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4537490 Complaint Mr M is unhappy that Bank of Scotland plc didn’t reimburse him after he fell victim to a scam. Background In mid-2020, Mr M fell victim to an investment scam. He’d made contact with an individual via an online dating website. They exchanged messages regularly on a soc... (3 pages)View decision -
Decision Reference DRN-4588919
8 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4588919 The complaint Ms P is unhappy that Starling Bank Limited (Starling) hasn’t refunded the £6,873.95 she lost as the result of a job scam. What happened Between 29 June 2023 and 3 July 2023, Ms P made six payments totalling £6,873.95 to a third-party who provided her with cryptocu... (3 pages)View decision -
Decision Reference DRN-4573327
8 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4573327 The complaint Mrs H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of her occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid to late 2012, Mrs H was referred ... (43 pages)View decision -
Decision Reference DRN-4610908
8 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4610908 The complaint Mr A complains about the way AXA Insurance UK Plc handled a claim he made on his car insurance policy. What happened In early 2020, Mr A notified AXA of an incident he’d been involved in whilst driving his car. He said he hadn’t been at fault and didn’t need to ma... (3 pages)View decision -
Decision Reference DRN-4610698
8 Feb 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4610698 The complaint Mr D and Mrs S complain about Ikano Bank AB (publ)’s response to a claim he made under sections 75 and 140 of the Consumer Credit Act 1974 What happened In 2017, Mr D and Mrs S purchased a solar panel system (“the system”) using a loan from Ikano, which was repaya... (3 pages)View decision -
Decision Reference DRN-4603039
8 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4603039 The complaint Mr and Mrs A have complained about the way Admiral Insurance (Gibraltar) Limited has administered their motor insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. Mr A had an insurance policy fo... (3 pages)View decision -
Decision Reference DRN-4513462
8 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4513462 The complaint Mrs M complains that Santander UK Plc (Santander) won’t let her have access to some funds. What happened Mrs M has an account with Santander. She was a cousin of the wife of a recently deceased Santander customer – who I will call Mr X. I will call Mr X’s wife ‘Mr... (6 pages)View decision -
Decision Reference DRN-4590922
8 Feb 2024 Aviva Life Services UK Limited Not upheldPensions and AnnuitiesDRN-4590922 The complaint Mr L complains that Aviva Life Services UK Limited provided misleading information to him about his pensions. In addition, he states that Aviva has mismanaged his funds. Mr L would now like Aviva to recompense him for his investment loses. What happened Mr L holds... (6 pages)View decision -
Decision Reference DRN-4082451
8 Feb 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4082451 The complaint Mr A complains that Trading 212 UK Ltd’s system ‘glitched’ and closed some positions on his account, leading to an actual loss and the opportunity loss of a potential profit. He also questions the functionality of T212’s free share promotional offer and suggests t... (3 pages)View decision
