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 121877 results
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Decision Reference DRN-3927997
27 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3927997 The complaint Mr N complained to Portal Financial Services LLP (Portal) that the advice he received in 2014 was unsuitable. What happened In January 2014, Mr N was advised by Portal to transfer two personal pensions with Reassure (with a combined value of around £25,500) to a N... (8 pages)View decision -
Decision Reference DRN-3878336
27 Jan 2023 Telefonica UK Limited UpheldConsumer CreditDRN-3878336 The complaint Ms M has complained about the way Telefonica UK Limited trading as O2 treated her in relation to a fixed sum loan agreement she took out to buy a new mobile phone. What happened Ms M says she contacted O2 to get some advice and prices on a new phone in May 2022. S... (3 pages)View decision -
Decision Reference DRN-3765559
27 Jan 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-3765559 The complaint Mr W’s unhappy with Pinnacle Insurance Plc’s decision to decline his claim made on a pet insurance policy. What happened Mr W’s annual policy for his pet cat started in February 2022. His vet contacted Pinnacle to make a claim for vets’ fees incurred between Febru... (3 pages)View decision -
Decision Reference DRN-3778883
27 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3778883 The complaint In October and November 2017, Mr J invested a total of £10,000 in two 3 Year Compounding High Yield IFISA Bonds with Basset & Gold Plc (“B&G Plc”). He says that he was mis-sold the investments by Basset Gold Limited (“BG Ltd”) and this has resulted in him ... (5 pages)View decision -
Decision Reference DRN-3930446
27 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3930446 The complaint Mr A complained that Mercedes-Benz Financial Services UK Limited (“MBFS”) had stopped covering repair and maintenance costs after he extended a contract hire agreement for his van. What happened Mr A acquired a new Mercedes-Benz van using a contract hire agreement... (3 pages)View decision -
Decision Reference DRN-3928700
27 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3928700 The complaint Mr and Mrs S complain that U K Insurance Limited (UKI) delayed in dealing with their claim for water damage in respect of their let property and failed to offer a reasonable settlement. What happened Mr and Mrs S were informed by their tenant of a leak causing wat... (3 pages)View decision -
Decision Reference DRN-3924441
27 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3924441 The complaint A company that I will call J complains about the support provided by Aviva Insurance Limited in relation to its commercial insurance policy during the COVID-19 pandemic. What happened The following is intended only as a summary of the events in question. Additiona... (3 pages)View decision -
Decision Reference DRN-3921672
27 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3921672 The complaint M, an unincorporated business, complains that Lloyds Bank PLC sold it a bulk cash service that wasn’t appropriate for its needs and applied charges it hadn’t agreed to. What happened M has a third-party’s cash machine operating at its business. M contacted Lloyds ... (4 pages)View decision -
Decision Reference DRN-3417233
27 Jan 2023 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-3417233 The complaint Mr S complains about the advice given by Dobson & Hodge Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for him and be... (3 pages)View decision -
Decision Reference DRN-3890487
27 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3890487 The complaint Mrs L complains about delays and incomplete repair work arranged by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim for accidental damage under her motor insurance policy. What happened Mrs L’s car was damaged when a chimney fell on it during str... (3 pages)View decision
