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 122183 results
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Decision Reference DRN-3843071
21 Jul 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3843071 The complaint Mr B complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G Plc”). He believes he was misled about the risk associated with the bond and would like to be compensated for the loss in capital he suffered. Background The B... (12 pages)View decision -
Decision Reference DRN-4224661
21 Jul 2023 American International Group UK Limited UpheldInsuranceDRN-4224661 The complaint Mrs S complains about the way American International Group UK Limited (hereafter “AIG”) handled her travel insurance claim. What happened Mrs S booked a week-long trip to a country I’ll call “X” and bought a single trip travel insurance policy underwritten by AIG ... (2 pages)View decision -
Decision Reference DRN-4256213
21 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4256213 The complaint Mrs B is unhappy that Nationwide will not refund the money she lost as the result of an authorised push payment (APP) scam. Mrs B has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs B throughout this decision. Wha... (5 pages)View decision -
Decision Reference DRN-4201980
21 Jul 2023 American International Group UK Limited UpheldInsuranceDRN-4201980 The complaint Miss L has complained about the handling of a claim under her mobile phone insurance policy with American International Group UK Limited (“AIG”). Miss L is represented in this compliant but for ease, I will refer to Miss L throughout this decision. What happened M... (3 pages)View decision -
Decision Reference DRN-3666496
21 Jul 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3666496 The complaint Mr B complains about the advice given by CST Wealth Management Limited (‘CST’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a Self-Invested Personal Pension (‘SIPP’.) He says the advice was uns... (14 pages)View decision -
Decision Reference DRN-4258111
21 Jul 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4258111 The complaint Mr and Mrs K complain about how AA Underwriting Insurance Company Limited (“AAUIC”) dealt with a claim they made on a car insurance policy. While Mr K is the policyholder and I will refer to him for ease, Mrs K is a named driver and has been supporting him in this... (2 pages)View decision -
Decision Reference DRN-4246727
21 Jul 2023 Invesco Fund Managers Limited UpheldPensions and AnnuitiesDRN-4246727 The complaint Mr H complains that Invesco Fund Managers Limited (Invesco) delayed payment from his SIPP (self invested personal pension) which meant he was unable to make a planned investment. Mr H says Invesco should compensate him for his missed investment opportunity. What h... (10 pages)View decision -
Decision Reference DRN-4258620
21 Jul 2023 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-4258620 The complaint Miss H complains about the way John Lewis Financial Services Limited (“JLFS”) handled her request for a refund in respect of an item she purchased using her John Lewis credit card. What happened In May 2021 Miss H bought a television from a supplier I’ll call L. S... (4 pages)View decision -
Decision Reference DRN-4250670
21 Jul 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4250670 The complaint Mr C complains about The Royal Bank of Scotland Plc’s (“RBS”) administration of the loan he held jointly with his wife. He’s unhappy that the bank stopped collecting payments and recorded adverse information on his credit file. What happened Mr and Mrs C had a joi... (4 pages)View decision -
Decision Reference DRN-4169528
21 Jul 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4169528 The complaint Miss S complains that STARTLINE MOTOR FINANCE LIMITED (Startline) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened In November 2021 Miss S acquired a vehicle financed by a hire purchase agre... (4 pages)View decision
