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 128535 results
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Decision Reference DRN-4324012
31 Aug 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4324012 The complaint Mrs L complains about the service she’s received following the transfer of her portfolio to Financial Administration Services Limited (“Fidelity”). What happened In 2019 Mrs L applied to transfer her investment portfolio to Fidelity, a decision made in part due to... (8 pages)View decision -
Decision Reference DRN-4326494
31 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4326494 The complaint Mrs W complained because Santander UK plc refused to refund her for transactions on her credit card totalling £2,628.50, which she said she didn’t make. What happened On 30 April 2022, Mrs W received an email from Santander, saying that 90% of her cr... (7 pages)View decision -
Decision Reference DRN-4063498
31 Aug 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4063498 The complaint Mr D complains about the acts of Mr Y. He says that Mr Y was involved in the advice which resulted in the switch of his pensions to a self-invested personal pension (SIPP) to invest through a discretionary fund manager (DFM) – SVS Securities PLC (SVS). He says Pi ... (13 pages)View decision -
Decision Reference DRN-4297326
31 Aug 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4297326 The complaint Mr and Mrs M are unhappy with the way in which Chaucer Insurance Company Designated Activity Company handled a claim made on their travel insurance policy and the medical assistance provided whilst they were abroad. They’re also unhappy that certain claimed expens... (5 pages)View decision -
Decision Reference DRN-4326751
31 Aug 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4326751 The complaint Mr S complained that inaccurate advice by Hastings Insurance Services Limited (“Hastings”) triggered the collapse of his house sale and led to financial consequences for him. Hastings were acting as broker to Mr S in the provision of his home insurance needs. What... (8 pages)View decision -
Decision Reference DRN-4326304
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4326304 The complaint Mr E complains that British Gas Insurance Limited failed to complete a leak repair in his bathroom which resulted in damage to his bathroom floor. What happened Mr E had a home emergency policy with British Gas. In November 2021 he made a claim as he had a leak in... (3 pages)View decision -
Decision Reference DRN-4300217
31 Aug 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4300217 The complaint Mr T complains about the outcome of a loss assessment calculation that ReAssure Limited (ReAssure) carried out following the delay it caused when transferring his two pension policies to a new provider. He says ReAssure hasn’t included one of the policies in its a... (6 pages)View decision -
Decision Reference DRN-4245339
31 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4245339 The complaint Ms B has complained that The Prudential Assurance Company Limited has made several errors in the administration of her pension plan held with it and in its dealings with her, to the extent that she lost faith in the company and decided to transfer her pension fund... (11 pages)View decision -
Decision Reference DRN-4250288
31 Aug 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4250288 The complaint Miss R complains that MotoNovo Finance Limited (MotoNovo) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened In December 2021 Miss R acquired a vehicle financed by a hire purchase agreement from MotoNovo. Miss R wa... (4 pages)View decision -
Decision Reference DRN-4325112
31 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4325112 The complaint Mr B complains about the way Admiral Insurance (Gibraltar) Limited handled a home emergency claim. Any reference to Admiral includes the actions of its agent. Mr B is being represented on this complaint, any reference to him includes the comments of his representa... (3 pages)View decision