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 121478 results
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Decision Reference DRN-3654801
11 Oct 2023 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3654801 The complaint Mr S complains about the advice Acumen Independent Financial Planning Limited (‘Acumen’) 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 ... (8 pages)View decision -
Decision Reference DRN-4394203
11 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4394203 The complaint Mrs H is unhappy with the service she received from Nationwide Building Society surrounding the restricting of her debit card. What happened Mrs H noticed that a debit card payment hadn’t been processed and so contacted Nationwide to ask why. Mrs H was told that t... (4 pages)View decision -
Decision Reference DRN-4280465
11 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4280465 The complaint Mr D complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his occupational pension transfer into a self-invested personal pension (SIPP). He says, it shouldn’t have accepted the introduction from Caledonian International A... (41 pages)View decision -
Decision Reference DRN-4357512
11 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4357512 The complaint Mr W and his relative, Mr W (who I’ll refer to respectively as “Mr W1” and “Mr W2”), complain that Advantage Insurance Company Limited unfairly rejected a claim on their motor insurance policy. What happened Mr W1 had a motor insurance policy with Advantage. Mr W2... (5 pages)View decision -
Decision Reference DRN-4215037
11 Oct 2023 U K Insurance Limited UpheldInsuranceDRN-4215037 The complaint Ms H complains U K Insurance Limited (“UKI”) dealt with a claim against her home insurance policy poorly. What happened Ms H had home insurance with UKI. In late 2021 she reported an escape of water. UKI accepted the claim. Our Investigator set out in detail what ... (2 pages)View decision -
Decision Reference DRN-4324952
11 Oct 2023 GoCardless Ltd UpheldBanking and PaymentsDRN-4324952 The complaint S, a limited company complains about the way that GoCardless Ltd handled its attempts to correct financial information. S’s complaint is brought by Mr M, a director of S. What happened S has an account with GoCardless which allows it to receive direct debit (DD) p... (2 pages)View decision -
Decision Reference DRN-4330992
11 Oct 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4330992 The complaint Mrs S complains that Wise Payments Limited (‘Wise’) won’t refund her after she was the victim of a scam. What happened Mrs S is represented in this case but for ease I’ll refer to Mrs S throughout this decision. Mrs S says that in October 2022 she received a messa... (4 pages)View decision -
Decision Reference DRN-4394839
11 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4394839 The complaint Mr M complains that Royal and Sun Alliance Insurance Limited (RSA) poor handling, following a claim under his home emergency policy. What happened Mr M discovered a leak coming from his kitchen tap. He contacted RSA to make a claim. There was a delay of five days ... (4 pages)View decision -
Decision Reference DRN-4293727
11 Oct 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4293727 The complaint Mr D complains Acromas Insurance Company Limited (Acromas) did not complete a satisfactory level of repairs after he made a claim on his motor insurance policy. Acromas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actio... (2 pages)View decision -
Decision Reference DRN-4247078
11 Oct 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4247078 The complaint Mr W complains about the advice given by Tuto Money Limited 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 financial loss. What ha... (7 pages)View decision
