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 121479 results
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Decision Reference DRN-4182161
11 Oct 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4182161 The complaint Mr A complains Epayments Systems Ltd (“Epayments”) blocked his account in 2019 and withheld his funds. Mr A says this has caused him severe distress and inconvenience. What happened Mr A opened an Epayments account in early 2018. In late 2019, Mr A travelled to a ... (5 pages)View decision -
Decision Reference DRN-4324047
11 Oct 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4324047 The complaint Mr B complains that Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (Sun Life) mis-sold him a personal pension policy when it should’ve advised him to join his Occupational Pension Scheme (OPS). Mr B was advised to take ... (7 pages)View decision -
Decision Reference DRN-3626891
10 Oct 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3626891 The complaint Mr H complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in September 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr H ... (9 pages)View decision -
Decision Reference DRN-4344147
10 Oct 2023 HDI Global Specialty SE UpheldInsuranceDRN-4344147 The complaint Mr and Mrs P complain about HDI Global Specialty SE’s handling of claims they made under their buildings insurance policy. Mr and Mrs P are joint policyholders. As most of the communication relating to the complaint has been from Mr P, I’ll refer mainly to him in ... (3 pages)View decision -
Decision Reference DRN-4393369
10 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4393369 The complaint Mr and Mrs L complain about Aviva Insurance Limited’s handling of their home emergency insurance claim. Mr and Mrs L are joint policyholders. As most of the communication relating to the complaint has been from Mr L, I’ll refer mainly to him in my decision. Aviva ... (4 pages)View decision -
Decision Reference DRN-4393373
10 Oct 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4393373 The complaint Mr C complains that the loan he had from Everyday Lending Limited (trading as Everyday Loans) was unaffordable to him. What happened Mr C had one loan from Everyday Loans in May 2021 as follows: Loan Date Amount Term Repayment Due Repaid 1 19 May 2021 £1,000 18m £... (3 pages)View decision -
Decision Reference DRN-4305391
10 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4305391 The complaint Ms H complains about the way Admiral Insurance (Gibraltar) Limited administered her single trip travel insurance policy. Ms H is unhappy because Admiral sent policy information to the wrong address. What happened The circumstances of this complaint are well-known ... (4 pages)View decision -
Decision Reference DRN-4092400
10 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4092400 The complaint Mr S 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 or around late 2012, Mr S was contacte... (42 pages)View decision -
Decision Reference DRN-4253896
10 Oct 2023 Wakam UpheldInsuranceDRN-4253896 The complaint Miss B complains that Wakam cancelled her home insurance policy. Reference to Wakam includes its agents and representatives. What happened I’ll summarise the main points about this dispute: Miss B took out a home insurance policy underwritten by Wakam in May 2022... (3 pages)View decision -
Decision Reference DRN-4171630
10 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4171630 The complaint Mr D complains that esure Insurance Limited mishandled his motor insurance policy. What happened Mr D had a powerful and valuable vehicle with a cherished number plate. Mr D took out an esure policy for that vehicle for the year from February 2022. He paid about £... (3 pages)View decision
