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 119923 results
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Decision Reference DRN-4242118
31 Jul 2023 One Insurance Limited UpheldInsuranceDRN-4242118 The complaint Mrs B complains about how One Insurance Limited dealt with her claim on her accidental damage cover as part of her home insurance. What happened Mrs B had a home insurance policy. It came with an accidental damage extension that was underwritten by One Insurance. ... (3 pages)View decision -
Decision Reference DRN-4239611
31 Jul 2023 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-4239611 The complaint Mrs B complains that the compensation Liverpool Victoria Financial Services Limited (“LVFS”) has offered to her, in respect of some advice she was given in 1997 about making additional pension contributions, is insufficient. What happened Mrs B has been assisted i... (7 pages)View decision -
Decision Reference DRN-4249672
31 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4249672 The complaint Mr W complains that NewDay Ltd trading as Aqua registered a Q marker on his credit file. What happened Mr W says that Aqua had added a Q marker to his credit file. He says Aqua asked for a letter from a credit reference agency (CRA), which he provided to them, but... (3 pages)View decision -
Decision Reference DRN-3706561
31 Jul 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-3706561 The complaint Mr G complains about the advice given by TenetConnect Limited (‘Tenet’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He thinks the advice may have been unsuitable for him and has... (9 pages)View decision -
Decision Reference DRN-4272035
31 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4272035 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money provided him with poor customer service regarding his Individual Savings Account (ISA). What happened Mr R says he opened a one year fixed rate ISA with Virgin Money with an initial deposit of £5,000 ... (3 pages)View decision -
Decision Reference DRN-4273846
31 Jul 2023 MBNA Limited UpheldBanking and PaymentsDRN-4273846 The complaint Mr S complains that MBNA Limited, who I’ll call “MBNA”, didn’t uphold a claim he made to them under section 75 of the Consumer Credit Act 1974 (“s.75”). What happened I issued my provisional decision on this complaint in July of this year. An extract from that pro... (3 pages)View decision -
Decision Reference DRN-4273156
31 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4273156 The complaint Mr W has complained about a hire purchase agreement he had with Blue Motor Finance Ltd (BMF). He says he shouldn’t have been given the agreement. What happened In March 2020 Mr W entered into a 5-year hire purchase agreement with BMF to acquire a car. The car cost... (4 pages)View decision -
Decision Reference DRN-4216685
31 Jul 2023 Futura Wealth Management Ltd UpheldInvestmentsDRN-4216685 The complaint The executors of the estates of Mr C and Mrs C, represented by Mr A, are complaining about the advice given to Mr and Mrs C by Stephen Baker Financial Consultants Ltd (SBFC) before they merged with Futura Wealth Management Ltd. What happened The late Mr and Mrs C ... (6 pages)View decision -
Decision Reference DRN-4228896
31 Jul 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4228896 The complaint Mrs B complains Scottish Widows Limited (SW) didn’t allow her to take her Tax-Free Cash Lump sum (TFCLS) from the non-guaranteed annuity rate(non-GAR) element of her pension plan. SW said any TFCLS had to be take proportionately across both the GAR and Non- GAR el... (3 pages)View decision -
Decision Reference DRN-4214926
29 Jul 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4214926 The complaint Miss E says Tesco Underwriting Limited provided poor service when she made a claim on her motor insurance policy after an accident. What happened Initially Miss E used the non-fault services of an accident management firm and got a hire car. The other driver then ... (4 pages)View decision
