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 121074 results
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Decision Reference DRN-4344971
12 Sep 2023 Azzurro Associates Limited UpheldConsumer CreditDRN-4344971 The complaint Mr P complains Azzurro Associates Limited: Didn’t tell him they’d taken over his debt Sent him a letter addressed incorrectly with incorrect information in it Incorrectly registered a default his account - and didn’t send the default correspondence by email In... (9 pages)View decision -
Decision Reference DRN-4185565
12 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4185565 The complaint Mr P has complained about Admiral Insurance (Gibraltar) Limited’s failure to pay anything for the personal effects left in his car after it was written off and disposed of by them following a claim under his motor insurance policy. What happened The details of thi... (2 pages)View decision -
Decision Reference DRN-4344897
12 Sep 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4344897 The complaint Ms G has complained that Sainsbury’s Bank Plc won’t refund a transaction which she says was taken in error without her consent. What happened In summer 2022, Ms G booked a hotel room for some acquaintances for £180. The hotel took Ms G’s Sainsburys credit card det... (5 pages)View decision -
Decision Reference DRN-4336915
12 Sep 2023 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-4336915 The complaint Mr F says that Hargreaves Lansdown Asset Management Limited (HLAM) should have done more to stop him trading from his account. He says that they should have identified that he was vulnerable and suffering a period of mental ill health. What happened Mr F says that... (3 pages)View decision -
Decision Reference DRN-3692942
12 Sep 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3692942 The complaint Mr C complains about the advice given by Lighthouse Advisory Services Limited (‘LASL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was uns... (13 pages)View decision -
Decision Reference DRN-4322082
12 Sep 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4322082 The complaint Mr L complains that Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life) gave him incorrect information about whether he would need to get sign-off from an Independent Financial Adviser (IFA) before he took the benefits from one of the two pension plans ... (5 pages)View decision -
Decision Reference DRN-4314480
12 Sep 2023 Skrill Limited UpheldBanking and PaymentsDRN-4314480 The complaint Mr J complains that he deposited funds with Skrill Limited for transfer to his uncle, and those funds didn’t reach their destination and haven’t been refunded. What happened On 21 January 2021 Mr J deposited £2,000 with Skrill from his credit card account, to be e... (2 pages)View decision -
Decision Reference DRN-4289717
12 Sep 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4289717 The complaint Mr W is unhappy with the liability decision made by Acromas Insurance Company Limited (Acromas) following a claim made by a third party on his car insurance policy. What happened In August 2022 Mr W’s car was involved in an incident involving a third party (TP). M... (4 pages)View decision -
Decision Reference DRN-4319069
12 Sep 2023 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4319069 The complaint Mr I complains FUND OURSELVES LIMITED (“Fund Ourselves”) gave him a loan which he couldn’t afford to repay. Mr I also says that he tried on a number of occasions to contact Fund Ourselves to set up a repayment plan but his emails went unanswered. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-4313525
12 Sep 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4313525 The complaint Mr C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined two claims on his pet insurance policy. What happened In 2020 Mr C took out a pet insurance policy with C&G to cover his dog. Mr C made a claim under the... (2 pages)View decision
