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 120936 results
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Decision Reference DRN-3590834
3 Nov 2022 Olton Alexander Ltd UpheldClaims ManagementDRN-3590834 The complaint Mrs H and Mrs S have complained that Olton Alexander Ltd (“OA”) took payment for initiating three claims relating to timeshares they’d bought – but have only progressed one of the three. What happened Mrs H and Mrs S instructed OA in early 2017 to assist them in t... (3 pages)View decision -
Decision Reference DRN-3779283
3 Nov 2022 Pareto Financial Planning Limited UpheldPensions and AnnuitiesDRN-3779283 The complaint Mr M complains about the advice given by Pareto Financial Planning Limited (Pareto) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a... (11 pages)View decision -
Decision Reference DRN-3761235
3 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3761235 The complaint Mr and Mrs D complain that QIC Europe Limited (QIC) declined their claim for storm damage under their home insurance. The policy was in joint names but, for ease of reading and because she brought the complaint, I’ll refer only to Mrs D throughout my decision. Wha... (3 pages)View decision -
Decision Reference DRN-3787914
3 Nov 2022 HSBC Life (UK) Limited UpheldInvestmentsDRN-3787914 The complaint Mrs L is complaining about the way HSBC Life (UK) Limited handled her data subject access request (DSAR). What happened In early July 2021, Mrs L asked HSBC Life to send her all the documents they held in relation to her and her husband. HSBC Life sent a bundle of... (2 pages)View decision -
Decision Reference DRN-3787325
3 Nov 2022 ITI Capital Limited UpheldInvestmentsDRN-3787325 The complaint Mr and Mrs H have complained about the time it has taken, and the treatment they have received from ITI Capital Limited (‘ITI’) when their accounts were migrated over from a previous firm. ITI didn’t respond to their request to transfer their accounts after they h... (6 pages)View decision -
Decision Reference DRN-3720871
3 Nov 2022 Age Partnership Limited UpheldMortgagesDRN-3720871 The complaint The estate of Mr C complains that Age Partnership Limited didn’t treat Mr C fairly when it gave him advice in respect of three equity release mortgages. Further, the estate considers that Age Partnership ought to have done more when he approached it for a fourth a... (12 pages)View decision -
Decision Reference DRN-3681068
3 Nov 2022 Retail Money Market Ltd UpheldBanking and PaymentsDRN-3681068 The complaint Miss B complains that Retail Money Market Ltd trading as RateSetter has held her liable for a loan which she says she didn’t open. What happened In September 2021 a loan for £3,000 was opened in Miss B’s name. The loan was paid into her current account and most of... (2 pages)View decision -
Decision Reference DRN-3787342
3 Nov 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3787342 The complaint Mr H complains he was given unsuitable advice by Colonial Mutual, now Aviva Life & Pensions UK Limited (Aviva), in 1992 and 1998 about a Free Standing Additional Voluntary Contributions (FSAVC) policy. What happened I issued a provisional decision on 20 Octobe... (6 pages)View decision -
Decision Reference DRN-3787253
3 Nov 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3787253 The complaint Mrs C is unhappy that HSBC UK Bank Plc reported a default incorrectly to her credit file. What happened In September 2021, HSBC defaulted Mrs C’s loan account and reported it to her credit file. At that time Mrs C was attempting to obtain a mortgage to purchase a ... (4 pages)View decision -
Decision Reference DRN-3309630
3 Nov 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3309630 The complaint Ms A has complained about the way Union Reiseversicherung AG (‘URV’) has handled a claim she made on her travel insurance policy. Any references to URV include its representatives and cost containment agents. What happened Ms A bought a single trip travel insuranc... (4 pages)View decision
