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 125299 results
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Decision Reference DRN-4077278
24 May 2023 Legacy Wealth Management Limited UpheldPensions and AnnuitiesDRN-4077278 The complaint Mr C complains about the advice given by Legacy Wealth Management Limited (‘LWM’) to transfer the benefits from two defined-benefit (‘DB’) occupational pension schemes to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and bel... (9 pages)View decision -
Decision Reference DRN-4148965
24 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4148965 The complaint Ms Y’s complained about how British Gas Insurance Limited dealt with issues relating to her heating and gas fire under her home emergency policy. What happened Ms Y had a HomeCare Two policy with British Gas for many years. This provided her with boiler, controls ... (3 pages)View decision -
Decision Reference DRN-3907059
24 May 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3907059 The complaint Mr P and Miss W complain that Watford Insurance Company Europe Limited (Watford) settled a claim and sold the salvage of their car without their agreement, under their motor insurance policy. What happened Mr P and Miss W’s car was damaged in November 2021. They c... (4 pages)View decision -
Decision Reference DRN-3842075
24 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3842075 The complaint Mr and Mrs L complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost in a scam. What happened Mr and Mrs L have a joint account with HSBC. As it was Mr L that fell victim to the scam, I’ll mainly refer to him in this decision. What Mr and Mrs L sa... (5 pages)View decision -
Decision Reference DRN-3858536
24 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3858536 The complaint Mr S has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) declined his claim for double-glazing damage under his home insurance policy. What happened In June 2022, Mr S made a claim to Admiral under his home insurance policy. He reported that an i... (3 pages)View decision -
Decision Reference DRN-4146860
24 May 2023 Evelyn Partners Financial Planning Limited UpheldPensions and AnnuitiesDRN-4146860 The complaint Mr K complains that Tilney Financial Planning Limited (Tilney) were responsible for unsuitable financial advice that led to him transferring benefits in a defined contribution (DC) part of his occupational pension to a self-invested personal pension (SIPP). Causin... (7 pages)View decision -
Decision Reference DRN-4023588
24 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4023588 The complaint Mr W is complaining that Lloyds Bank PLC asked him to contact them over the phone when he’s unable to. What happened Mr W has a medical condition which means he’s unable to speak on the phone. He’s previously let Lloyds know about this. Mr W contacted Lloyds via t... (2 pages)View decision -
Decision Reference DRN-4053040
24 May 2023 Wakam UpheldInsuranceDRN-4053040 The complaint Mr R complains about Wakam’s handling of his claim following the loss of his car keys, under his motor insurance policy. What happened In November 2021 Mr R lost his car keys. He contacted his insurance broker on 18 November and was advised to contact Wakam, the u... (2 pages)View decision -
Decision Reference DRN-4130844
24 May 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4130844 The complaint Mr T complains that he’s unable to receive a Tesco Personal Finance PLC trading as Tesco Bank One Time Access Code (OTAC) via his landline telephone number. What happened The background to this complaint and my initial conclusions were set out in my provisional de... (4 pages)View decision -
Decision Reference DRN-4149161
24 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4149161 The complaint Mr H complains that AXA Insurance UK Plc (AXA) declined his claim following an accident when driving his car and avoided (treated it as though it never existed) his motor insurance policy. What happened In June 2022 Mr H was involved in a car accident. He reported... (4 pages)View decision
