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 119923 results
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Decision Reference DRN-4362094
27 Sep 2023 Trussle Lab Ltd UpheldMortgagesDRN-4362094 The complaint Mr and Mrs P complain that advice they got from a mortgage broker working for Trussle Lab Ltd meant they lost the mortgage they wanted. They said they weren’t able to fix their interest rate for as long as they wanted, and they’re paying a little more each month n... (4 pages)View decision -
Decision Reference DRN-4363068
27 Sep 2023 One Insurance Limited UpheldInsuranceDRN-4363068 The complaint Mr K complains that One Insurance Limited rejected a claim on his legal expenses insurance policy. Where I refer to One Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened Mr K made a claim on his policy to cover his... (2 pages)View decision -
Decision Reference DRN-4285235
26 Sep 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4285235 The complaint Mr D complains about a van he acquired under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services (“Mobilize”). What happened In September 2022 Mr D acquired a brand new van under a regulated hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-3607233
26 Sep 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3607233 The complaint Mr P complains about the suitability of the advice provided by CST Wealth Management Limited (“CST”) in October 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). What happened In... (6 pages)View decision -
Decision Reference DRN-4358492
26 Sep 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4358492 The complaint Mrs T had complained that Pinnacle Insurance plc (Pinnacle) has rejected her claim for the cost of treatment for her pet cat on the ground that the condition claimed for was pre- existing. What happened Mrs T’s cat, who I’ll refer to as “B”, was insured with Pinn... (3 pages)View decision -
Decision Reference DRN-4340297
26 Sep 2023 One Insurance Limited UpheldInsuranceDRN-4340297 The complaint Mrs K complains about the service she received from One Insurance Limited after she made a claim under her home emergency policy. One Insurance is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As One Ins... (3 pages)View decision -
Decision Reference DRN-4342726
26 Sep 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4342726 The complaint Mrs H believes PayPal (Europe) Sarl et Cie SCA acted irresponsibly by agreeing a revolving credit agreement she’d applied for. What happened In January 2021, Mrs H was provided with a revolving credit account with PayPal. This account had a credit limit of £2,000.... (4 pages)View decision -
Decision Reference DRN-4369554
26 Sep 2023 Zurich Insurance PLC UpheldInsuranceDRN-4369554 The complaint Mr M and Miss H are unhappy that it took Zurich Insurance PLC three months to pay them what it had already agreed they were owed. Mr M and Miss H had buildings insurance underwritten by Zurich. The policy was in joint names but, for ease of reading, I’ll refer onl... (4 pages)View decision -
Decision Reference DRN-4321437
26 Sep 2023 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4321437 The complaint Mrs V complains about how Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) handled her claim on her home insurance. What happened Mrs V owns a property that benefits from a home insurance policy that’s underwritten by Ocaso. Previously, she jointly owned the p... (4 pages)View decision -
Decision Reference DRN-4363654
26 Sep 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4363654 The complaint The complaint in this case relates to the delay in transferring Ms R’s pension from Phoenix Life Limited (Phoenix) to Elevate. Ms R has stated that during these delays investment market movements have caused a financial loss. What happened Below I have detailed th... (5 pages)View decision
