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 121115 results
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Decision Reference DRN-3781314
2 Nov 2022 Secure Trust Bank Plc UpheldConsumer CreditDRN-3781314 The complaint Mr P complains that Secure Trust Bank Plc trading as Moneyway irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In August 2021, Mr P acquired a used car financed by a hire purchase agreement from Moneyway. Mr P was requ... (3 pages)View decision -
Decision Reference DRN-3721932
2 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3721932 The complaint L complains about the offer made by Aviva Insurance Limited to settle a claim made under their commercial property insurance policy. What happened L is a company which owns a commercial property insured with Aviva. They made a claim in February 2020 after a fire a... (4 pages)View decision -
Decision Reference DRN-3753922
2 Nov 2022 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3753922 The complaint Mrs M complains about a three year bond issued by Basset & Gold Plc (“B&G plc”) she invested into. She says the bond was mis-sold to her, and that she was misled into thinking it was safe (in particular that it had a regulated status and Financial Services... (29 pages)View decision -
Decision Reference DRN-3780157
2 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3780157 The complaint Mr N complains that Portal Financial Services LLP (Portal) provided unsuitable advice to transfer his personal pension to a SIPP, causing him a loss in pension benefits. What happened Mr N received advice from Portal in November 2013 regarding a personal pension w... (7 pages)View decision -
Decision Reference DRN-3773176
2 Nov 2022 Bank of Scotland Plc UpheldMortgagesDRN-3773176 The complaint Mr S complains about his mortgage with Bank of Scotland Plc trading as Halifax. He says it has charged him too much interest over the years, which has caused him significant financial difficulty. What happened Mr S owned a house which was subject to a mortgage wit... (22 pages)View decision -
Decision Reference DRN-3783371
2 Nov 2022 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-3783371 The complaint Mr P complains that Interactive Investor Services Limited (IISL) caused a delay in making a tax-free cash payment from his self-invested personal pension (SIPP) from November 2020 to January 2021, and this prevented him from investing the tax-free cash outside his... (7 pages)View decision -
Decision Reference DRN-3102099
2 Nov 2022 GATE CAPITAL GROUP LTD UpheldPensions and AnnuitiesDRN-3102099 The complaint Mrs A complains that Plutusgroup Ltd, now known as Gate Capital Group Ltd (Gate Capital) gave her unsuitable advice to transfer the benefits from a deferred annuity pension into a self-invested personal pension (SIPP). What happened Mrs A had a deferred annuity pe... (9 pages)View decision -
Decision Reference DRN-3749460
2 Nov 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3749460 The complaint Ms K complains that Watford Insurance Company Europe Limited unfairly declined cover for a claim she made and cancelled her car insurance policy. What happened Mr K took out a car insurance policy with Watford Insurance through a price comparison site. When her ca... (4 pages)View decision -
Decision Reference DRN-3712670
2 Nov 2022 Experian Limited UpheldConsumer CreditDRN-3712670 The complaint Mr K complains Experian Limited incorrectly defaulted an account he held with a catalogue company. What happened Mr M became aware a default had been applied for the account with the catalogue company, who I’ll refer to as S. He complained to them, and they said t... (4 pages)View decision -
Decision Reference DRN-3758326
2 Nov 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3758326 The complaint Ms B complains that Casualty & General Insurance Company (Europe) Ltd declined her claim for her dog’s treatment under a policy exclusion as her dog was overweight. She thinks this is unfair as her dog’s injury wasn’t related to her weight and she wants them t... (3 pages)View decision
