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 121261 results
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Decision Reference DRN-3760375
2 Nov 2022 EUI Limited UpheldInsuranceDRN-3760375 The complaint Mr B and Ms H have complained that EUI Limited (EUI) treated them unfairly due to an error with their home insurance policy. For ease, I will normally only refer to Mr B, as he dealt with the policy change and complaint. What happened Mr B contacted EUI to check i... (2 pages)View decision -
Decision Reference DRN-3673236
2 Nov 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3673236 The complaint Mrs P has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined her claim under her pet insurance policy on the ground that the claim was for treatment of a pre-existing condition which is excluded by the policy terms. Wh... (4 pages)View decision -
Decision Reference DRN-3539092
2 Nov 2022 Zurich Assurance Ltd UpheldInvestmentsDRN-3539092 The complaint Mr T and Mrs T, as trustees of the S and D T Trust, complain that Zurich Assurance Ltd delayed in setting up an absolute trust on their whole of life policy and will only pay the surrender value of the policy into a trustee bank account in the name of the joint tr... (3 pages)View decision -
Decision Reference DRN-3730488
2 Nov 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3730488 The complaint Miss Q complains that the car she acquired financed through a hire purchase agreement with Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened The details of this complaint are well known to both parties and have been laid out by the invest... (3 pages)View decision -
Decision Reference DRN-3762319
2 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3762319 The complaint Mr A complains about a used car he bought using his credit card account with Lloyds Bank PLC. What happened In August 2020, Mr A bought a used car from a dealer. To pay for the car, Mr A used his credit card account with Lloyds. Before the sale, Mr A and the deale... (6 pages)View decision -
Decision Reference DRN-3770628
2 Nov 2022 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-3770628 The complaint Mr K complains about the transfer of his self-invested personal pension (SIPP) to Halifax Share Dealing Limited (trading as IWeb). What happened Mr K complained that it had taken more than one year to transfer his SIPP. While he had been offered a good will paymen... (5 pages)View decision -
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
