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 125363 results
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Decision Reference DRN-3762750
10 May 2023 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3762750 The complaint Mr T complains about the role played by an adviser authorised by Quilter Financial Planning Solutions Limited (“Quilter”) to transfer funds from an occupational pension into his Self- Invested Personal Pension (“SIPP”) to make an unregulated investment in Sustaina... (10 pages)View decision -
Decision Reference DRN-3879987
10 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3879987 The complaint Mr D has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) didn’t settle in full a claim under his pet insurance policy. What happened Mr D said in the early hours of one morning he found his cat stuck up a very large tree. Before he ... (2 pages)View decision -
Decision Reference DRN-3938459
10 May 2023 U K Insurance Limited UpheldInsuranceDRN-3938459 The complaint Ms D complains that U K Insurance Limited (UKI) unfairly declined her pet insurance claim. What happened In August 2022 Ms D’s dog began yelping. She took him to a vet, who said he had signs of neck/spinal pain. The vet arranged blood and urine tests before prescr... (4 pages)View decision -
Decision Reference DRN-4120017
10 May 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4120017 The complaint Mr O is unhappy that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) declined him for credit, that he wasn’t aware he was applying for. What happened The background to this complaint and my initial conclusions were set out in my provisiona... (4 pages)View decision -
Decision Reference DRN-4120902
10 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4120902 The complaint Mrs H complains that Casualty and General Insurance Company (Europe) Ltd (C & G) have restricted her claim for treatment provided to her cat M, capping some charges unfairly, and she isn’t happy with the way the excess and co-payment have been deducted, and th... (5 pages)View decision -
Decision Reference DRN-3946490
10 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3946490 The complaint Mrs C complains that Barclays Bank UK Plc (“Barclays”) won’t refund her after falling victim to a scam. What happened In 2022, Mrs C and her husband were looking for flights to the Seychelles. Mrs C says her husband found the airfares after searching online and co... (3 pages)View decision -
Decision Reference DRN-4119955
10 May 2023 Vitality Health Limited UpheldInsuranceDRN-4119955 The complaint Mr V complains because Vitality Health Limited hasn’t paid a dental claim under his private medical insurance policy. What happened Mr V took out a private medical insurance policy with Vitality, running from 12 September 2021. The policy renews annually. In Novem... (4 pages)View decision -
Decision Reference DRN-4120808
10 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4120808 The complaint A partnership which I’ll call C complains that HSBC UK Bank Plc treated them unfairly when closing their client deposit account. There has been some confusion about how many complaints C has made, and which are covered under this complaint reference so I will addr... (4 pages)View decision -
Decision Reference DRN-4119173
10 May 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4119173 The complaint Mrs G complains about the advice given by Quilter Financial Services Ltd (‘Quilter’) to transfer the benefits from her two defined-benefit (‘DB’) occupational pension schemes, along with a defined contribution (‘DC’) and an Additional Voluntary Contribution (‘AVC’... (14 pages)View decision -
Decision Reference DRN-4110053
9 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4110053 The complaint Mr S complains about Casualty & General Insurance Company (Europe) Ltd’s (C&G) settlement of his pet insurance claim. My references to C&G include its agents. What happened Mr S had pet insurance for his dog underwritten by C&G. He claimed for surg... (3 pages)View decision
