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-4267428
2 Aug 2023 The Baxendale Insurance Company dac UpheldInsuranceDRN-4267428 The complaint Ms M complains about how The Baxendale Insurance Company DAC has handled her claim under her Transit and Storage Insurance policy. What happened In late 2021 Ms M arranged for her goods to be stored and then transported as she’d moved abroad. She said she paid for... (9 pages)View decision -
Decision Reference DRN-4276393
2 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4276393 The complaint Mr B complains that Inter Partner Assistance SA (IPA) declined this travel medical insurance claim. My references to IPA include its agents. What happened On 4 June 2021 Mr B took out a single trip travel insurance policy which he extended through an online sales ... (4 pages)View decision -
Decision Reference DRN-4275245
2 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4275245 The complaint Mr W has complained about the premiums charged by Zurich Insurance PLC (Zurich) for a home insurance policy. What happened Several years ago, Mr W took out a home insurance policy through an insurance intermediary. When the policy renewed in May 2022, the premium ... (3 pages)View decision -
Decision Reference DRN-4279644
2 Aug 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4279644 The complaint Mr C complains Hastings Insurance Services Limited, trading as Hastings Direct, (Hastings) sold him a motorbike insurance policy with terms which didn’t reflect what he’d bought. What happened In October 2022, Mr C took out a motorbike insurance policy with Hastin... (2 pages)View decision -
Decision Reference DRN-4007247
2 Aug 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4007247 The complaint Ms I complains about the acts of Mr Y. She says he gave her unsuitable advice to put some money she had into a self-invested personal pension (SIPP) to be able to invest through a discretionary fund manager (DFM) – SVS Securities PLC (SVS). She says Pi Financial L... (11 pages)View decision -
Decision Reference DRN-3777181
2 Aug 2023 ITI Capital Limited UpheldInvestmentsDRN-3777181 The complaint Mr G has complained about the poor service he received from ITI Capital Limited (‘ITI’). He wants to know what dividends were received on his account, and when, what charges have been incurred, plus the whereabouts of the £2,000 it is still holding. He would also ... (5 pages)View decision -
Decision Reference DRN-4253367
2 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4253367 The complaint Mr T is unhappy that a hire purchase agreement he took out with BMW Financial Services (GB) Limited was misrepresented to him. What happened In January 2022, Mr T was supplied with a used car under a hire purchase agreement with BMW. He paid an advance payment of ... (6 pages)View decision -
Decision Reference DRN-3939656
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3939656 The complaint Mr F has complained about his car insurer Admiral Insurance (Gibraltar) Limited because he was stopped by police who said he didn’t have insurance and when he called Admiral from the side of the road it initially found his cover but then said it was for a differen... (2 pages)View decision -
Decision Reference DRN-3369362
2 Aug 2023 Jarvis Investment Management Limited UpheldInvestmentsDRN-3369362 The complaint Mrs B complains Jarvis Investment Management Limited provided her with misleading information, which led to her selling shares she didn’t own via its certificated dealing service. What happened Mrs B owned shares in a firm I’ll refer to as Company D. She’d origina... (4 pages)View decision -
Decision Reference DRN-4271093
2 Aug 2023 Pepper (UK) Limited UpheldMortgagesDRN-4271093 The complaint Miss B complains that Pepper (UK) Limited, trading as Engage Credit, added legal fees to her mortgage, plus interest on those fees, because she made a complaint. What happened Miss B has a mortgage which is administered by Engage. In October 2020, through a law fi... (2 pages)View decision
