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 125400 results
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Decision Reference DRN-4612908
13 Feb 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4612908 The complaint Mr O complains that Marshmallow Insurance Company (Marshmallow) wants him to sign documents that could mean he’s liable for £9,000 in hire car charges if its costs can’t be recovered, under his motor insurance policy. What happened Mr O was involved in an accident... (4 pages)View decision -
Decision Reference DRN-4552811
13 Feb 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4552811 The complaint Mr M complains about the advice Pi Financial Ltd (‘Pi’) gave to him concerning the transfer of 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... (8 pages)View decision -
Decision Reference DRN-4619489
13 Feb 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4619489 The complaint Mr M has complained that ReAssure Limited made alterations to the funds within his pension without his permission. He went on to say that his pension hasn’t been invested in the manner that he originally requested and that he has received inaccurate statements. Mr... (6 pages)View decision -
Decision Reference DRN-4619228
13 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4619228 The complaint Ms B complains about the service she received from Astrenska Insurance Limited (Astrenska) under a protection policy for her fridge freezer. References to Astrenska include their agents who administer policies and carry out services under policies. What happened T... (4 pages)View decision -
Decision Reference DRN-4520987
13 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4520987 Complaint Mr G is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In August 2022, Mr G fell victim to a scam. He received a call from someone who purported to be an employee of HSBC. According to Mr G, they knew some basic details a... (3 pages)View decision -
Decision Reference DRN-4428188
13 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4428188 The complaint Mr C has complained that Bank of Scotland plc has acted unfairly by continuing to apply charges to his overdraft when he was in financial difficulty. What happened Mr C has an account with Bank of Scotland and says that he has been in his overdraft constantly for ... (3 pages)View decision -
Decision Reference DRN-4608507
13 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4608507 The complaint Mr B has complained about the service he received from The Prudential Assurance Company Limited. He is unhappy that he was not able to take benefits from two of his Personal Pension Plans (PPP) as income drawdown and with delays in the start of his annuity and poo... (4 pages)View decision -
Decision Reference DRN-4533864
13 Feb 2024 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-4533864 The complaint Ms B’s representative has complained, on her behalf, that Quilter Financial Planning Solutions Limited (Quilter) gave her unsuitable advice to transfer defined benefits from her occupational pension scheme (OPS) to a personal pension plan (PPP). The representative... (10 pages)View decision -
Decision Reference DRN-4501274
13 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4501274 The complaint Mrs M complains that Barclays Bank UK PLC was irresponsible in its lending to her. What happened Mrs M says that when she was already struggling financially and was receiving correspondence from Barclays about this, it increased her overdraft limit to £5,000. She ... (4 pages)View decision -
Decision Reference DRN-4606288
13 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4606288 The complaint Mr F complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under his motor insurance policy. Another person has been involved with parts of the claim, but for ease I’ll refer to him throughout. What happened Mr F had a motor insuran... (7 pages)View decision
