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-4131311
8 Sep 2023 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4131311 The complaint Mr B complains about the advice given by JLT Wealth Management Limited (‘JLT’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a fina... (12 pages)View decision -
Decision Reference DRN-4253166
8 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4253166 The complaint Mrs E complains about Covea Insurance plc’s (Covea) handling of her home insurance claim. Any reference to Mrs E or Covea in this final decision includes respective representatives and agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision -
Decision Reference DRN-4340951
8 Sep 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4340951 The complaint Mr H complains that Quilter Financial Services Ltd failed to provide him with appropriate advice about making contributions to his pension savings. What happened I issued a provisional decision on this complaint in August 2023. In that decision I explained why I t... (4 pages)View decision -
Decision Reference DRN-4223120
8 Sep 2023 Wirex Limited UpheldBanking and PaymentsDRN-4223120 The complaint Mr B complains that Wirex Limited won’t refund unauthorised withdrawals from his account. What happened Mr B complains about withdrawals from his Wirex account that took place from around December 2020, which he says were unauthorised. Mr B wants Wirex to refund h... (3 pages)View decision -
Decision Reference DRN-4340322
8 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4340322 The complaint Mr S and Ms S are unhappy that Santander UK Plc didn’t remove Mr S from their joint bank account as they should have done. What happened Mr S and Ms S held a joint bank account with Santander. In January 2022, they completed a form which instructed Santander to re... (2 pages)View decision -
Decision Reference DRN-4168462
8 Sep 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4168462 The complaint Ms M complains that it was irresponsible for Everyday Lending Limited, trading as GeorgeBanco.com (‘George Banco’) to accept her as a guarantor for a loan. What happened Ms M was accepted by George Banco as guarantor for a loan in February 2017. The loan was for £... (3 pages)View decision -
Decision Reference DRN-4274735
8 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4274735 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (Admiral) declined his claim following a road traffic accident he was involved in, under his motor insurance policy. Mr M is represented by his mother (Mrs M) in his complaint. I will refer to Mr M in my de... (3 pages)View decision -
Decision Reference DRN-4154785
8 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4154785 The complaint Mr and Mrs L complain that Royal & Sun Alliance Insurance Limited (RSA) have unfairly refused to meet a claim they made on their home insurance. In addition they believe they’ve been over charged for their insurance for many years. What happened The claim Mr a... (4 pages)View decision -
Decision Reference DRN-4270554
8 Sep 2023 Step One Finance Limited UpheldMortgagesDRN-4270554 The complaint Mrs C complains that Step One Finance Limited irresponsibly lent her a second charge mortgage (secured loan). She says that Step One didn’t carry out proper checks and didn’t identify that she was spending compulsively on gambling which would have impacted her abi... (8 pages)View decision -
Decision Reference DRN-4263297
8 Sep 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4263297 The complaint Ms C has complained Vanquis Bank Limited allowed a fraudulent credit card account to be opened in her name. She’s also unhappy about the £350 compensation Vanquis has offered for the delays and reputational damage. What happened In May 2021 Ms C discovered a credi... (2 pages)View decision
