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 121115 results
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Decision Reference DRN-4344811
18 Oct 2023 Sesame Limited UpheldPensions and AnnuitiesDRN-4344811 The complaint Mr T complains that he was given inappropriate advice about the transfer of some pension savings by Sesame Limited. What happened The advice that Mr T received was provided by Sloan Financial Advisers. That firm now forms part of Sesame, so it is Sesame that needs... (5 pages)View decision -
Decision Reference DRN-4278630
18 Oct 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4278630 The complaint Mr T has complained about the way that Casualty & General Insurance Company (Europe) Limited (C&G) dealt with a claim under his pet insurance policy and the cancellation of the policy. What happened Mr T took out a pet insurance policy for his dog in Decem... (3 pages)View decision -
Decision Reference DRN-4407025
18 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4407025 The complaint Mrs P is unhappy with the way in which Admiral Insurance (Gibraltar) Limited handled a claim made on her travel insurance policy, the medical assistance provided whilst she was abroad and its decision to only pay a proportion of expenses incurred. All references t... (5 pages)View decision -
Decision Reference DRN-4404639
18 Oct 2023 Pareto Financial Planning Limited UpheldPensions and AnnuitiesDRN-4404639 The complaint Mr A complains about the advice given by PensionHelp, when it was an appointed representative (AR) of Pareto Financial Planning Limited, to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP... (16 pages)View decision -
Decision Reference DRN-4281921
18 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4281921 The complaint Miss F complains that Studio Retail Limited irresponsibly gave her a running account credit agreement which she couldn’t afford. What happened Studio gave Miss F two running account credit agreements, one in October 2017 and another in October 2020. Miss F’s compl... (2 pages)View decision -
Decision Reference DRN-4314483
18 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4314483 The complaint Miss W complains about the level of service provided by AXA Insurance UK Plc following a claim made on her motor insurance policy and that it has deemed her car to be repairable. She wants it to deem her car to be a total loss. What happened Another driver revers... (2 pages)View decision -
Decision Reference DRN-4386405
18 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4386405 The complaint Mr and Mrs W complain about how Great Lakes Insurance SE handled their travel insurance policy. Reference to Great Lakes includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In ... (4 pages)View decision -
Decision Reference DRN-4400444
18 Oct 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4400444 The complaint Miss A complains on behalf of her father, Mr A, that Bank of Scotland Plc sent information relating to his account to Miss A. What happened In January 2023 Mr A attended his local branch to open a new account, switching from an account at his old bank. Soon afterw... (2 pages)View decision -
Decision Reference DRN-4406315
18 Oct 2023 BUPA Insurance Limited UpheldInsuranceDRN-4406315 The complaint The estate of Mrs A has complained about BUPA Insurance Limited’s (‘Bupa’s) refusal to pay some NHS cash benefit under the late Mrs A’s private medical insurance cover. The estate is represented by Mr A. What happened Mrs A held private medical insurance cover wit... (3 pages)View decision -
Decision Reference DRN-4385981
18 Oct 2023 Plutus Wealth Management LLP UpheldMortgagesDRN-4385981 The complaint Mr and Ms A complain that delays in providing advice, and poor advice then provided, by Plutus Wealth Management LLP, meant they missed out on the chance to secure a much more advantageous mortgage interest rate for their rental property. What happened Mr and Ms A... (5 pages)View decision
