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 121479 results
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Decision Reference DRN-4274533
7 Aug 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4274533 Complaint Mr P has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background 118 118 Money provided Mr P with a loan for £1,500.00 in July 2022. ... (3 pages)View decision -
Decision Reference DRN-4058168
4 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4058168 The complaint Ms S complains about Zurich Insurance PLC’s handling of her buildings insurance claim. All references to Zurich also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instea... (3 pages)View decision -
Decision Reference DRN-4216311
4 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4216311 The complaint W, a company, complains that Royal & Sun Alliance Insurance Limited (RSA) declined a claim it made under its professional indemnity insurance policy. The complaint is brought by Mr P, a Director of W, on W’s behalf. What happened W had the benefit of a profess... (3 pages)View decision -
Decision Reference DRN-4247443
4 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4247443 The complaint Mrs S complains about Advantage Insurance Company Limited’s handling of her motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable ... (3 pages)View decision -
Decision Reference DRN-4146486
4 Aug 2023 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4146486 The complaint Mr M is bringing a complaint on behalf of company N. He is unhappy that TIDE PLATFORM LTD decided not to refund N, following payments made as a result of an ‘Authorised Push Payment’ (APP) scam. What happened Both parties are aware of the circumstances of the comp... (3 pages)View decision -
Decision Reference DRN-4279709
4 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4279709 The complaint Mr P complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around late 2012, Mr P says he was ... (43 pages)View decision -
Decision Reference DRN-4253052
4 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4253052 The complaint Mr and Mrs A complain that Accredited Insurance (Europe) Ltd declined their claim on their home insurance policy. What happened Mr and Mrs A had home insurance that was underwritten by Accredited. In November 2022 they made a claim after a routine check of their s... (2 pages)View decision -
Decision Reference DRN-4258457
4 Aug 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4258457 The complaint Mrs P complains that St. James's Place Wealth Management Plc (SJP) made changes to the funds invested within her Personal Pension Plan (PPP) which were unsuitable as they did not reflect her attitude to risk (ATR). And as a result, she has suffered a financia... (7 pages)View decision -
Decision Reference DRN-4269960
4 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4269960 The complaint Miss D has complained about the delay and poor service she received from Covea Insurance plc when she made a claim under home insurance policy. What happened In July 2020 Miss D unfortunately had to make a claim under her home insurance policy due to fire damage f... (2 pages)View decision -
Decision Reference DRN-4280980
4 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4280980 The complaint X and Mr M complain that HSBC UK Bank Plc (HSBC) is refusing to refund X and Mr M the amount Mr M lost as the result of a scam. What happened In summary Mr M found an advertisement online whereby a celebrity was endorsing the services of a business called Interabr... (5 pages)View decision
