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 121479 results
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Decision Reference DRN-3879263
3 Jan 2023 Trinity Insurance Services Limited UpheldInsuranceDRN-3879263 The complaint Mr G complains that Trinity Insurance Services Limited (Trinity) didn’t tell him that he no longer had an insurance policy in place for his military kit and personal belongings. What happened Mr G purchased an insurance policy for his military kit and personal bel... (6 pages)View decision -
Decision Reference DRN-3878179
3 Jan 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3878179 The complaint Ms H complains about a car she acquired through a hire purchase agreement with Blue Motor Finance Ltd (BMF). Ms H has referred to a number of issues and faults with the car and that she experienced problems immediately after acquiring the car. Ms H says that she h... (6 pages)View decision -
Decision Reference DRN-3676205
3 Jan 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3676205 The complaint Mr and Mrs T complain that Sun Life Assurance Company of Canada (U.K.) Limited (“Sun Life”) mis-sold them a reviewable whole-of-life policy. What happened Mr and Mrs T were sold a reviewable whole-of-life policy by Sun Life in 1995 to satisfy a condition of their ... (3 pages)View decision -
Decision Reference DRN-3878234
3 Jan 2023 Quilter Financial Limited UpheldInvestmentsDRN-3878234 The complaint Mr and Mrs G have complained about the advice and service they received from a predecessor company which is now an appointed representative of Quilter Financial Limited (‘Quilter’). What happened Mr and Mrs G complained in March 2020 about the advice they had rece... (8 pages)View decision -
Decision Reference DRN-3685593
3 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3685593 The complaint Mr H complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan in 2015. He says the advice was unsuitable for him and believes this has caused a financial loss. Portal Financ... (9 pages)View decision -
Decision Reference DRN-3832272
3 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3832272 The complaint Miss B is unhappy that QIC Europe Ltd declined a claim she made on her home insurance policy for damage caused by subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Miss B noticed damage to her exte... (3 pages)View decision -
Decision Reference DRN-3811810
3 Jan 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-3811810 The complaint Mr E complains that Marsh Finance Limited (“Marsh”) irresponsibly granted him two hire purchase agreements he couldn’t afford to repay. What happened In July 2018, Mr E acquired a car financed by a hire purchase agreement from Marsh. Mr E was required to make 34 m... (4 pages)View decision -
Decision Reference DRN-3856973
3 Jan 2023 Novia Financial Plc UpheldPensions and AnnuitiesDRN-3856973 The complaint Mr T has complained about the delays and errors for which he has said Novia Financial Plc were responsible when processing the transfer to it of his Self Invested Personal Pension (SIPP) funds. This caused a delay to Mr T accessing his tax free cash and has caused... (5 pages)View decision -
Decision Reference DRN-3868598
3 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3868598 The complaint Mr M complains that HSBC UK Bank Plc wrongly loaded a marker against him with CIFAS and unfairly closed his account. What happened Mr M received a payment into his account and several weeks later, HSBC received a fraud report from another bank I’ll refer to as V. ... (5 pages)View decision -
Decision Reference DRN-3829645
3 Jan 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3829645 The complaint Mr J, through his representative, complains that Everyday Lending Limited lent to him when he could not afford it. What happened Using information from Everyday Lending, here is a loan table of the approved loans. It appears that in October 2018 a loan for the sam... (4 pages)View decision
