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-4125257
11 May 2023 A.N ALLNEW INVESTMENTS LTD UpheldInvestmentsPage 1 of 5The complaint Mr H has complained about the losses he suffered when trading foreign exchange contracts upon the advice of A.N. ALLNEW INVESTMENTS LTD (‘LegacyFX’). What happened Mr H became a client of LegacyFX’s services after opening his account in September 2020. He carried o... (5 pages)View decision -
Decision Reference DRN-3890298
11 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3890298 The complaint Mrs W complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. In making her complaint, Mrs W was supporte... (5 pages)View decision -
Decision Reference DRN-3936312
11 May 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3936312 The complaint Mr W 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 early 2012, Mr W spoke with a represen... (43 pages)View decision -
Decision Reference DRN-4116414
11 May 2023 Santander UK Plc UpheldMortgagesDRN-4116414 The complaint Mr Y complains that Santander UK Plc has treated him unfairly when providing conflicting information about his late mother’s mortgage. What happened The background to this complaint is well known to both Mr Y and Santander, so I’ve not set this out in detail below... (3 pages)View decision -
Decision Reference DRN-4124016
11 May 2023 Covea Insurance plc UpheldInsuranceDRN-4124016 The complaint Mr and Mrs P are unhappy with the settlement they’ve been offered by Covea Insurance plc (Covea) following a claim under their home insurance. What happened In December 2021 Mr P’s wallet was stolen when he was shopping. His wallet contained two rings, some cash, ... (5 pages)View decision -
Decision Reference DRN-4076613
11 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4076613 The complaint A limited company, which I’ll refer to as H, complains that Barclays Bank UK Plc wrongly closed its account, then delayed sending it a cheque for the account balance. What happened One of our investigators looked at this complaint. Briefly, he said: In 2022 Barcl... (2 pages)View decision -
Decision Reference DRN-4094736
11 May 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4094736 The complaint Mr A complains about the amount of time taken by Secure Trust Bank Plc, trading as Moneyway, to resolve his concerns about a faulty car. He would like the matter resolved. What happened The details of this complaint int are well known to both parties so I won’t r... (2 pages)View decision -
Decision Reference DRN-4072583
11 May 2023 AWP P&C SA UpheldInsuranceDRN-4072583 The complaint Mr and Mrs C are unhappy with how AWP P&C SA dealt with a claim under their travel insurance policy. What happened Mr and Mrs C took out an annual travel insurance policy on 25 September 2021. The insurer of the policy was AWP P&C SA. The policy provided c... (3 pages)View decision -
Decision Reference DRN-3943694
11 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-3943694 The complaint Mr U complains that the car he acquired through a hire purchase agreement with RCI Financial Services Limited wasn’t of satisfactory quality. What happened Mr U entered into a hire purchase agreement with RCI in March 2022 to acquire a used car. Mr U paid a £2,000... (3 pages)View decision -
Decision Reference DRN-3975695
11 May 2023 Pension Works Limited UpheldPensions and AnnuitiesDRN-3975695 The complaint Mrs M complains about the advice Pension Works Limited (PWL) gave to her to transfer the benefits from her two defined-benefit (‘DB’) occupational pension schemes to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her and believes... (9 pages)View decision
