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 121115 results
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Decision Reference DRN-4331717
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4331717 The complaint Mr H complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) provided poor service to him and delayed the transfer of his pension to another provider. He suffered financial loss as a result. What happened Mr H was a member o... (16 pages)View decision -
Decision Reference DRN-3626657
20 Sep 2023 AMG Wealth Solutions LLP UpheldPensions and AnnuitiesDRN-3626657 The complaint Mr C 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. AMG Wealth Solutions LLP is responsible for answering this complaint and so to keep things co... (12 pages)View decision -
Decision Reference DRN-4332016
20 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4332016 The complaint Mrs B complains that NewDay Ltd discriminated against her on the basis of her gender when reducing her credit limit on her credit card, She was also unhappy with NewDay’s explanations and lack of customer care. What happened In August 2022 Mrs B received a text (l... (3 pages)View decision -
Decision Reference DRN-4332013
20 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4332013 The complaint Mr B complains that his wife’s credit card limit with NewDay Ltd was reduced while his remained the same. He advises that he is autistic and further complains that NewDay failed to make reasonable adjustments when communicating with him and closing his account. Wh... (3 pages)View decision -
Decision Reference DRN-4354856
20 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4354856 The complaint Mr W is unhappy that Great Lakes Insurance SE declined a claim made under his travel insurance policy. What happened Mr W purchased an annual multi-trip travel insurance policy, covering him for trips taken worldwide, including in the UK, during the policy period.... (3 pages)View decision -
Decision Reference DRN-4279724
20 Sep 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-4279724 The complaint Mrs M has a mortgage with Kensington Mortgage Company Limited. She complains that Kensington wouldn’t offer her a fixed interest rate product, change her interest-only mortgage onto a repayment basis, or offer her any meaningful support with her increasing mortgag... (6 pages)View decision -
Decision Reference DRN-3837110
20 Sep 2023 Reassured Ltd UpheldInsuranceDRN-3837110 The complaint The estate of Mr P complains that Reassured Ltd didn’t give Mr P the correct advice about how his mortgage protection policy should be set up. What happened The late Mr P had recently taken out up a new mortgage protection policy on a joint life basis with his par... (3 pages)View decision -
Decision Reference DRN-4140195
20 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4140195 The complaint Mr N complains about how Aviva Insurance Limited (“Aviva”) handled a claim under his car insurance policy. Mr N is represented in his complaint, but for ease I’ll refer to him throughout. When I mention Aviva I also mean its repairers and suppliers. What happened ... (3 pages)View decision -
Decision Reference DRN-4323945
20 Sep 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4323945 The complaint Mr M complains about how Haven Insurance Company Limited has handled a claim on his commercial vehicle insurance policy. What happened Mr M is a courier and insures his van with Haven. His van was damaged in an accident with another vehicle and so he claimed on hi... (3 pages)View decision -
Decision Reference DRN-4334833
20 Sep 2023 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4334833 The complaint Mr R complains that Tandem Personal Loans Limited won’t refund to him the money that he paid for some holiday club membership points. His wife is also involved in his complaint and he’s being represented by a legal adviser. What happened I issued a provisional dec... (6 pages)View decision
