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-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 -
Decision Reference DRN-4257697
21 Jul 2023 Unum Ltd UpheldInsuranceDRN-4257697 The complaint Mr W complains that Unum Ltd has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve set out a summary of what I think are the key events. Mr W... (5 pages)View decision -
Decision Reference DRN-4256732
21 Jul 2023 Target Servicing Limited UpheldMortgagesDRN-4256732 The complaint Mr and Mrs B are unhappy with the delays caused by Target Servicing Limited when they wanted to redeem their help to buy loan. What happened Mr and Mrs B bought a flat in March 2017 with the assistance of the help to buy scheme. The help to buy scheme is a governm... (6 pages)View decision -
Decision Reference DRN-4258345
21 Jul 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4258345 The complaint Mr C and Ms M complain that Starling Bank Limited won’t refund all the money they’ve lost to a rogue trader scam. What’s happened? A company, which I’ll refer to as ‘T’, responded to Mr C and Ms M’s online request for quotations in respect of building works to the... (5 pages)View decision
