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 121262 results
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Decision Reference DRN-3992067
20 Oct 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3992067 The complaint Mr T complains about the advice given by CST Wealth Management Limited (‘CST’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme (‘OPS’) to a personal arrangement. He says the advice was unsuitable for him and believes this has c... (8 pages)View decision -
Decision Reference DRN-4365619
20 Oct 2023 HSBC UK Bank Plc UpheldInsuranceDRN-4365619 The complaint Mrs T is unhappy with the amount of compensation HSBC UK Bank Plc (“HSBC”) has offered to settle her complaint about a mis-sold payment protection insurance (PPI) policy taken out alongside her mortgage. What happened Mrs T said she took out a PPI policy with a mo... (4 pages)View decision -
Decision Reference DRN-3801183
19 Oct 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-3801183 The complaint Mr S 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. Tuto Money Limited is responsible for answering this complaint and so to keep things consiste... (10 pages)View decision -
Decision Reference DRN-4404120
19 Oct 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4404120 The complaint Mr H complains Inter Partner Assistance SA (IPA) unfairly declined his claim following an accident abroad. What happened Mr H held a travel insurance policy underwritten by IPA. He travelled abroad and was unfortunately injured in a car accident and taken to hospi... (3 pages)View decision -
Decision Reference DRN-4338031
19 Oct 2023 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-4338031 The complaint The estate of Mrs A complains about poor service from Co-op Funeral Plans Limited after Mrs A died and her family sought to arrange her funeral. The estate is represented by Mrs A’s son and executor, Mr A. What happened In summary, Mrs A had a pre-paid funeral pla... (3 pages)View decision -
Decision Reference DRN-4393020
19 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4393020 The complaint Mr M complains about the handling of his claim by Advantage Insurance Company Limited (Advantage) following an accident he had when driving, under his motor insurance policy. What happened Mr M’s car was damaged as a result of an accident. He made a claim to Advan... (4 pages)View decision -
Decision Reference DRN-4409193
19 Oct 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4409193 The complaint Mrs S complains that Sterling ISA Managers Limited trading as Advance by Embark (Advance) delayed the transfer of her personal pension to another provider, which I’ll refer to as provider F. She said Advance requested unnecessary information. And that it didn’t pr... (9 pages)View decision -
Decision Reference DRN-4409974
19 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4409974 The complaint Miss M and Mr S complain that AXA Insurance UK Plc declined their claim on their home insurance policy What happened Miss M and Mr S had home insurance with AXA. In June 2022 they made a claim after noticing cracks appearing in their conservatory. AXA looked into ... (3 pages)View decision -
Decision Reference DRN-4410097
19 Oct 2023 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-4410097 The complaint Miss R complains that Lowell Portfolio I Ltd has declined to remove a default it’s reporting on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Miss R had a catalogue accou... (3 pages)View decision -
Decision Reference DRN-4011358
19 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4011358 The complaint Mr L complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr L says he was approached... (43 pages)View decision
