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-3703509
21 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3703509 The complaint Ms H complains Creation Consumer Finance Ltd (Creation) financed a fitted kitchen which is of unsatisfactory quality. She has questioned the overall amount of the loan and seeks all the remedial work needed to be carried out, the starting point of the interest fre... (3 pages)View decision -
Decision Reference DRN-3870966
21 Dec 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3870966 The complaint Mr M complains that Pi Financial Limited (trading as Diversify Financial Services) wrongly advised him to transfer from his three existing personal pensions into a self-invested personal pension (SIPP) and use an advisory investment management service from Mayfair... (11 pages)View decision -
Decision Reference DRN-3870574
21 Dec 2022 F2 Capital Ventures LLP UpheldPensions and AnnuitiesDRN-3870574 The complaint Mr H complains that advice given by F2 Capital Ventures LLP trading as “The Complete Financial Player” was unsuitable and caused him a financial loss. Mr H is represented in this complaint by a claims management company (“CMC”). What happened In August 2018 Mr H a... (10 pages)View decision -
Decision Reference DRN-3757384
21 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3757384 The complaint Mrs L and a company that I’ll refer to as E are trustees of a trust which I’ll refer to as L. The trustees have complained that AXA Insurance Plc unfairly reduced the settlement on L’s commercial property insurance claim due to the property being underinsured. Mr ... (6 pages)View decision -
Decision Reference DRN-3870387
21 Dec 2022 Embark Services Limited UpheldPensions and AnnuitiesDRN-3870387 The complaint Mr B through a representative (for ease of reference I’ll just refer to Mr B) complains that Embark Services Limited (Embark) has made numerous errors when administering his policy. What happened This complaint is related to a previous complaint considered by this... (3 pages)View decision -
Decision Reference DRN-3846122
21 Dec 2022 QBE UK Limited UpheldInsuranceDRN-3846122 The complaint A company that I will call T, complains about the settlement of its business interruption insurance claim, made as a result of the COVID-19 pandemic, by QBE UK Limited. What happened T operates as a hotel and held an industry specific commercial insurance policy u... (4 pages)View decision -
Decision Reference DRN-3853462
21 Dec 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3853462 The complaint Mr S complains about a letter he received from Sun Life Assurance Company of Canada (U.K.) Limited saying that he hadn’t paid a monthly premium for his whole of life policy. What happened Mr S received a letter from Sun Life saying that he hadn’t paid the premium ... (2 pages)View decision -
Decision Reference DRN-3860941
21 Dec 2022 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-3860941 The complaint Mr A and Mrs S have complained about the way in which ERGO Versicherung Aktiengesellschaft (“ERGO”) dealt with a claim on their property insurance policy after their home was extensively damaged by fire - and about ERGO refusing to renew the policy while repair wo... (5 pages)View decision -
Decision Reference DRN-3802312
21 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3802312 The complaint Mr and Mrs M complain about UK Insurance Limited (UKI)’s handling of their claim, under their home insurance policy. What happened Mr and Mrs M had an escape of water at their home. They contacted UKI who carried out repairs. But, as they experienced issues with t... (3 pages)View decision -
Decision Reference DRN-3869681
21 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3869681 The complaint Mrs D complains Santander UK Plc persistently failed to provide a P60 for tax purposes unless she signs up for their online banking service. What happened Mrs D holds an account with Santander which benefits from receiving interest. She believes it’s a legal requi... (3 pages)View decision
