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-4310319
22 Jan 2024 IG Markets Limited Not upheldInvestmentsDRN-4310319 The complaint Mr T complains that IG Markets Limited’s (IGML) platform didn’t provide the correct information about margin requirements for some of his trades and that some of his trades were closed when they shouldn’t have been. What happened In September 2022 Mr T opened an a... (5 pages)View decision -
Decision Reference DRN-4321310
22 Jan 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4321310 The complaint Mrs E and Mr E complain about HDI Global Specialty SE (“HDI”) and the decision to decline the claim they made on their home insurance policy. Mrs E and Mr E are also unhappy with the length of time it took for this decision to be reached. Mr E has acted as the mai... (4 pages)View decision -
Decision Reference DRN-4396049
22 Jan 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4396049 The complaint Mr F says that American Express Services Europe Limited (AESEL) were unfair not to continue to arbitrate a claim he made to them under the chargeback scheme. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (1 page)View decision -
Decision Reference DRN-4400316
22 Jan 2024 One Call Insurance Services Limited Not upheldInsuranceDRN-4400316 The complaint Mr W complains about One Call Insurance Services Limited trading as One Click (“OCI”) and his inability to cancel the automatic renewal feature contained within his policy at the time he purchased it. What happened The claim and complaint circumstances are well kn... (3 pages)View decision -
Decision Reference DRN-4394707
22 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4394707 The complaint Ms A complains that Bank of Scotland Plc unfairly closed her account without providing an explanation. Ms A says this caused her unnecessary inconvenience and worry for which she should be compensated. What happened Ms A had current account with BOS. She’s explai... (3 pages)View decision -
Decision Reference DRN-3780632
22 Jan 2024 Argentous Private Clients Limited Not upheldPensions and AnnuitiesDRN-3780632 The complaint Mr T complains that Argentous Private Clients Limited (‘APC’) facilitated the transfer of his group personal pension benefits to a Self-Invested personal pension (‘SIPP’) and subsequent unregulated investments which have since failed and caused Mr T substantial lo... (4 pages)View decision -
Decision Reference DRN-4522246
22 Jan 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4522246 The complaint Mr S complains about Assurant General Insurance Limited (Assurant), regarding a claim under his mobile phone insurance policy for the loss of his phone. Assurant uses agents to administer and provide services under the policy, as well as to deal with claims and c... (3 pages)View decision -
Decision Reference DRN-4332790
22 Jan 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4332790 The complaint Mr F complains that Bank of Scotland Plc shouldn’t hold him liable for the amount due on his mortgage as it hasn’t provided documents he’s requested. What happened In 2007, Mr F took a mortgage with Bank of Scotland. Mr F complains that Bank of Scotland has not pr... (2 pages)View decision -
Decision Reference DRN-4515486
22 Jan 2024 Phoenix Life Limited UpheldInsuranceDRN-4515486 The complaint The estate of Mrs F is unhappy with the way in which Phoenix Life Limited handled claims made on two whole of life insurance policies (‘the policies’) after Mrs F sadly died. Under the terms of the policies, if the policyholder (in this case, Mrs F) died after two... (2 pages)View decision -
Decision Reference DRN-4566130
22 Jan 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-4566130 Complaint Mr M complains that Go Car Credit Limited (“Go Car Credit”) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In November 2018, Go Car Credit provided Mr M with finance for a u... (3 pages)View decision
