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 119791 results
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Decision Reference DRN-3977425
17 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3977425 The complaint Mr W complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining claims under his pet insurance policy for treatment of his cat. References to CG include their agents who administer the policy What happened In November 2021 Mr W’s cat bega... (4 pages)View decision -
Decision Reference DRN-3673380
17 May 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3673380 The complaint Mrs M complains that The Tavistock Partnership Limited (‘TPL’) advised her to invest her pensions in unsuitable, high risk investments which subsequently lost value. What happened In 2016, Mr and Mrs M approached a representative of TPL for advice about their resp... (10 pages)View decision -
Decision Reference DRN-4137680
17 May 2023 Phoenix Life Limited UpheldInvestmentsDRN-4137680 The complaint Ms U complains that Phoenix Life Limited mis-sold her a reviewable whole of life policy. What happened Ms U was advised to take out a reviewable whole of life assurance policy in 1990. The policy was set up on joint lives covering both Ms U and her ex-husband – it... (3 pages)View decision -
Decision Reference DRN-3673382
17 May 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3673382 The complaint Mr M complains that The Tavistock Partnership Limited (‘TPL’) advised him to invest his pensions in unsuitable, high risk investments which subsequently lost value. What happened In 2016, Mr and Mrs M approached a representative of TPL for advice about their respe... (10 pages)View decision -
Decision Reference DRN-3833682
17 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3833682 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In May 2020 Mrs... (5 pages)View decision -
Decision Reference DRN-3136246
17 May 2023 Thornton & Baines Independent Financial Advisers Limited UpheldInvestmentsDRN-3136246 The complaint Mr and Mrs S complain about the advice they received in March 2020 from Thornton & Baines Independent Financial Advisers Limited, to switch their investments into cash funds. What happened In 2015 Mr and Mrs S were advised by Thornton & Baines to place aro... (6 pages)View decision -
Decision Reference DRN-4038640
17 May 2023 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4038640 The complaint Mrs S complains that St. James's Place Wealth Management Plc {‘SJP’} advised her to sell her offshore investment bond and invest the proceeds into unit trusts and ISA’s but failed to take into account any potential impact this may have on means tested care co... (3 pages)View decision -
Decision Reference DRN-4071999
17 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4071999 The complaint A limited company, which I’ll refer to as ‘M’, is unhappy that Starling Bank Limited defaulted its Bounce Back Loan (“BBL”) without reason. M’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr O’. What happened In June 2020, M succes... (4 pages)View decision -
Decision Reference DRN-4136993
17 May 2023 West Bay Insurance Plc UpheldInsuranceDRN-4136993 The complaint Mr D has complained about the way West Bay Insurance Plc have handled his claim under his car insurance policy. What happened Mr D made a claim under his policy for his car after it was damaged by a third party vehicle whilst it was parked. The car is a fairly unu... (5 pages)View decision -
Decision Reference DRN-4059393
17 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4059393 The complaint Miss T is unhappy that Starling Bank Limited won’t refund the remaining money she lost after she fell victim to an Authorised Push Payment (APP scam). What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But ... (4 pages)View decision
