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 121479 results
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Decision Reference DRN-4270708
24 Nov 2023 more 2 life Ltd UpheldMortgagesDRN-4270708 The complaint Mr and Mrs Q have complained that more 2 life Ltd (which I will refer to as M2L here) refused to allow them to port (transfer) their equity release mortgage onto a new property, because M2L’s valuer said it was unsuitable. Mr and Mrs Q say that, on redeeming the m... (4 pages)View decision -
Decision Reference DRN-4139071
24 Nov 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-4139071 The complaint Mr G has complained that Cambrian Associates Limited (CAL) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happened The inve... (10 pages)View decision -
Decision Reference DRN-3853760
24 Nov 2023 Openwork Limited UpheldPensions and AnnuitiesDRN-3853760 The complaint Mr M complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. Openwork Limited is responsible for answering this complaint and so to keep things consistent... (12 pages)View decision -
Decision Reference DRN-4400181
24 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4400181 The complaint Mr D complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payment he lost to a scam. What happened Mr D was looking to invest in cryptocurrency, and was contacted by an individual from a firm I’ll call ‘P’. They persuaded him to open... (4 pages)View decision -
Decision Reference DRN-4475937
24 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4475937 The complaint Mr and Mrs C are unhappy a claim made under their Park Home insurance policy has been declined by Society of Lloyd’s (SoL). Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr and Mrs C’s policy. What hap... (8 pages)View decision -
Decision Reference DRN-4471452
24 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4471452 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension and his personal pension into a self-invested personal pension (‘SIPP’). What happened In 2011, Mr R says he w... (44 pages)View decision -
Decision Reference DRN-4470073
24 Nov 2023 Ageas Insurance Limited UpheldInsuranceDRN-4470073 The complaint Miss B complains about how Ageas Insurance Limited (“Ageas”) handled a claim on her motor insurance policy. What happened Miss B had a motor insurance policy with Ageas covering her car. She bought her policy from a broker, who I’ll refer to as “S”. In October 202... (3 pages)View decision -
Decision Reference DRN-4465212
24 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4465212 The complaint Miss B complains that Domestic & General Insurance Plc (“D&G”) setup and charged her for a policy she didn’t ask for. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumsta... (2 pages)View decision -
Decision Reference DRN-4466427
24 Nov 2023 Truly Independent Limited UpheldPensions and AnnuitiesDRN-4466427 The complaint Mr J complains about the advice given by Truly Independent Limited (Truly) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes thi... (4 pages)View decision -
Decision Reference DRN-4470547
24 Nov 2023 Age Partnership Limited UpheldMortgagesDRN-4470547 The complaint Mr and Mrs A complain that Age Partnership Limited (“Age Partnership”) mishandled their application for a further advance from their equity release mortgage. What happened In April 2023 Mr A contacted Age Partnership because they wanted to borrow more money on the... (3 pages)View decision
