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 122405 results
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Decision Reference DRN-4536901
25 Jan 2024 Johnston Campbell Ltd UpheldPensions and AnnuitiesDRN-4536901 The complaint Mr P complained that Johnston Campbell Ltd trading as Amber River NI (JCL) took too long to advise him on the transfer of the value of benefits in a former employer’s defined benefit (DB) pension scheme and too long to arrange the transfer to Mr P’s self-invested ... (8 pages)View decision -
Decision Reference DRN-4258589
25 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4258589 The complaint Miss S complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Miss S is being represented by a third party. To keep things simple, I will refer to Miss S throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-4441131
25 Jan 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4441131 The complaint Miss P complains about a fixed sum loan agreement, taken out in her name with Telefonica UK Limited, trading as O2. What happened In October 2018, a fixed sum loan agreement with Telefonica was taken out in Miss P’s name, to finance the purchase of a brand new mob... (5 pages)View decision -
Decision Reference DRN-4440610
25 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4440610 The complaint Mr S has complained that a member of staff at Bank of Scotland plc (trading as Halifax) accessed information about accounts that he has with the bank without permission. What happened In March 2023, Mr S received a text from Halifax asking him about the service he... (2 pages)View decision -
Decision Reference DRN-4548500
25 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4548500 The complaint Mr C complains Accredited Insurance (Europe) Ltd handled his motor insurance claim poorly. Accredited’s been represented by agents for the claim and complaint. For simplicity I’ve referred to their actions as being Accredited’s own. What happened In January 2023 M... (2 pages)View decision -
Decision Reference DRN-4567976
25 Jan 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4567976 The complaint Mr and Mrs C are unhappy with the way Rock Insurance Services Limited handled a request to provide them with information about their annual travel insurance policy (‘the policy’) during the period of cover. What happened The policy provided cover to Mr and Mrs C f... (3 pages)View decision -
Decision Reference DRN-4580338
25 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4580338 The complaint Mr T complains that Marshmallow Insurance Limited unfairly cancelled his car insurance policy, refused to pay his claim and is looking to recover the costs it pays for a third party claim from him. Mr T also complains that Marshmallow says he owes the balance of h... (5 pages)View decision -
Decision Reference DRN-4485695
25 Jan 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4485695 The complaint Mr H complains PI Financial Limited (PI Financial) wrongly advised him to transfer his personal pensions to a Self-Invested Personal Pension (SIPP) invested within a Discretionary Fund Manager (DFM). He believes the advice was unsuitable and not in his best intere... (12 pages)View decision -
Decision Reference DRN-4520844
25 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4520844 The complaint Mr C is blind and complains that Tesco Personal Finance PLC, trading as Tesco Bank (who I’ll call Tesco) have failed to make reasonable adjustments so he can use is credit card online and accrue Clubcard points. What happened The details of this complaint are well... (2 pages)View decision -
Decision Reference DRN-4536448
25 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4536448 The complaint Mr S complains about Domestic and General Insurance PLC (D&G) who declined his claim, under his gadget insurance policy. What happened Mr S held gadget insurance policies with D&G. On 13 June 2023, he made a claim for the loss of the first phone that he ha... (3 pages)View decision
