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 120469 results
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Decision Reference DRN-3835290
22 Sep 2023 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3835290 The complaint Mr P complains about the advice AJH Financial Services Ltd (‘AJH’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a fina... (5 pages)View decision -
Decision Reference DRN-4172558
22 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4172558 The complaint Mr D is a sole trader, trading as D. He complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision -
Decision Reference DRN-4355653
22 Sep 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4355653 The complaint Mr B and Miss B have complained about the service provided by Astrenska Insurance Limited (‘Astrenska’) under their landlord’s home emergency insurance policy. For the avoidance of doubt, the term ‘Astrenska’ includes its agents, representatives and contractors in... (4 pages)View decision -
Decision Reference DRN-4126346
22 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4126346 The complaint Mr H complains on behalf of the estate of the late Ms H that Lloyds Bank PLC won’t allow access to the estates account after a dispute was raised. What happened Ms H held an account with Lloyds when she sadly passed away in March 2021. In her will Mr H was named a... (3 pages)View decision -
Decision Reference DRN-4323536
22 Sep 2023 Yoga Insurance Services Limited UpheldInsuranceDRN-4323536 The complaint Ms S complains about Yoga Insurance Services Limited referring her to an accident management company when she called to claim on her car insurance policy. What happened Ms S was involved in an accident in her car with a third party, so she called Yoga, who are her... (3 pages)View decision -
Decision Reference DRN-4330931
22 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4330931 The complaint Mr and Mrs T complain about Lloyds Bank General Insurance Limited’s handling of a claim they made under their home insurance policy. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds has... (5 pages)View decision -
Decision Reference DRN-4338052
22 Sep 2023 Sterling Wealth Ltd UpheldPensions and AnnuitiesDRN-4338052 The complaint Mr G complains that Sterling Wealth Ltd failed to advise him that the investments recommended to him by a third party were unsuitable for him. He says that led to a financial loss when the investments failed. What happened In mid-2015 Mr G was given advice by a re... (7 pages)View decision -
Decision Reference DRN-4223098
22 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4223098 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s handling of his buildings insurance claim. All references to Admiral also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-4321738
22 Sep 2023 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-4321738 The complaint Mrs K and her daughters Miss K, Miss K and Miss K have complained about a mortgage they hold with UCB Home Loans Corporation Ltd. What happened Mrs K and Misses K took out the mortgage in 2004, and since 2006 their mortgage has been on UCB’s Self Certification Fle... (5 pages)View decision -
Decision Reference DRN-4212539
22 Sep 2023 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4212539 The complaint Mrs T complains that ReAssure Life Limited (ReAssure) caused delays in processing then refunding a pension contribution and transferring her personal pension to a new provider. As a result her money was out of the market for longer than necessary, causing her to m... (5 pages)View decision
