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-3711020
19 Sep 2023 GM2 Ltd UpheldPensions and AnnuitiesDRN-3711020 The complaint Mr W complains about the advice given by GM2 Ltd to transfer the benefits from his defined- benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused a ... (12 pages)View decision -
Decision Reference DRN-4353768
19 Sep 2023 Clydesdale Bank Plc UpheldInvestmentsDRN-4353768 The complaint Miss S complained about the service provided by Clydesdale Bank Plc trading as Virgin Money (‘VM’) after she requested an ISA transfer, initially to another business whom I’ll call ‘G’ and then to a provider of financial services whom I’ll call ‘W’. She said VM wa... (9 pages)View decision -
Decision Reference DRN-4235221
19 Sep 2023 Yorkshire Building Society UpheldBanking and PaymentsDRN-4235221 The complaint Mr T has complained that in October 2022 Yorkshire Building Society (“YBS”) refused to provide him with an endorsed cheque, even though it had provided him with one previously in 2021. What happened In October 2022, Mr T asked YBS for an endorsed cheque drawn on h... (3 pages)View decision -
Decision Reference DRN-4348142
19 Sep 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4348142 The complaint Mr G thought Watford Insurance Company Europe Limited (“WIC”) unfairly declined his claim and cancelled his motor insurance policy. What happened Mr G made a claim when he reversed into a third-party vehicle. When WIC validated the claim, it determined Mr G had mi... (3 pages)View decision -
Decision Reference DRN-4269746
19 Sep 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4269746 The complaint Mr and Mrs B complain Watford Insurance Company Europe Limited cancelled their home insurance policy unreasonably. Watford’s been represented by agents’. For simplicity I’ve generally referred to the agents actions as being Watford’s own. What happened In January ... (3 pages)View decision -
Decision Reference DRN-4329681
19 Sep 2023 M & G Securities Limited UpheldInvestmentsDRN-4329681 The complaint Mrs B has complained about M&G Securities Limited and the service it provided. She asked it to transfer two ISAs to a third party and there was delay. Mrs B’s son, Mr B says that he holds a general power of attorney. He is acting on behalf of Mrs B in her comp... (4 pages)View decision -
Decision Reference DRN-4303617
19 Sep 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4303617 The complaint Mr S complains that The Prudential Assurance Company Limited failed to treat him fairly when he wished to take some pension benefits in March 2023. What happened Mr S held pension savings with Prudential across three separate pension plans. But, for the purposes o... (4 pages)View decision -
Decision Reference DRN-4086562
19 Sep 2023 Think Money Limited UpheldBanking and PaymentsDRN-4086562 The complaint Ms A is unhappy that Think Money Limited won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4294029
19 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4294029 The complaint Mr M has complained about Admiral Insurance (Gibraltar) Insurance Limited’s decision to withdraw a claim it initially accepted for an escape of water under a home and buildings insurance policy he held jointly with Mrs M. Mr M is being represented by ‘O’ in his co... (3 pages)View decision -
Decision Reference DRN-4251179
19 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4251179 The complaint Mr L has complained about the total loss settlement Admiral Insurance (Gibraltar) Limited paid and the poor service he received when he made a claim under his car insurance policy. What happened Mr L bought a car insurance policy with Admiral. He bought his car un... (2 pages)View decision
