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 125400 results
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Decision Reference DRN-4444138
9 Nov 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4444138 The complaint Miss C complains that Markerstudy Insurance Company Limited deducted storage charges from her settlement for the total loss of her car following a claim made on her motor insurance policy. Miss C is represented in this matter by her mother, Mrs C. What happened Mi... (3 pages)View decision -
Decision Reference DRN-4377232
9 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4377232 The complaint Mrs W complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim under her home insurance policy. References to LV include their agents who handle claims. This decision covers Mrs W’s complaint to this Service raised in July 2023 and LV’... (4 pages)View decision -
Decision Reference DRN-4356551
9 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4356551 The complaint Mr and Mrs S are unhappy with what Admiral Insurance (Gibraltar) Limited did after they contacted it to report a change in health as required by their travel insurance policy. What happened Mr and Mrs S have an annual travel insurance policy with Admiral which sta... (3 pages)View decision -
Decision Reference DRN-3633977
9 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3633977 The complaint Mrs T complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable and believes this has caused a financial los... (11 pages)View decision -
Decision Reference DRN-4370113
9 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4370113 The complaint Mr R complains that Creation Consumer Finance Ltd reported adverse information on his credit file unfairly. What happened In November 2017 Mr R applied for a credit account with Creation. He used the account regularly to make purchases from a retailer. In February... (3 pages)View decision -
Decision Reference DRN-3853227
9 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3853227 The complaint Mr H complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in September 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). What ... (12 pages)View decision -
Decision Reference DRN-4435380
9 Nov 2023 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-4435380 The complaint Miss B complains about the charges applied by Somerset Bridge Insurance Services when she cancelled her car insurance policy. What happened Miss B bought a car insurance policy through an aggregator site. The broker for the policy was Somerset Bridge with the insu... (3 pages)View decision -
Decision Reference DRN-4427435
9 Nov 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4427435 The complaint Mr S has complained about the length of time it took Helvetia Global Solutions Ltd’s breakdown recovery provider, who I’ll refer to as N, to assist him after his car broke down and he made a claim under his Breakdown Recovery insurance policy. What happened The de... (2 pages)View decision -
Decision Reference DRN-3819692
9 Nov 2023 Mather & Murray Financial Ltd UpheldPensions and AnnuitiesDRN-3819692 The complaint Mr W complains about the advice given by Mather & Murray Financial Ltd (‘Mather & Murray’) 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 ad... (9 pages)View decision -
Decision Reference DRN-4444587
9 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4444587 The complaint Mrs P complained because Santander UK plc refused to refund her for 12 cash withdrawals which she said she didn’t make. What happened On 13 April 2023, Mrs P contacted Santander, to report that she’d lost her card. Santander asked her about 12 cash machine withdra... (4 pages)View decision
