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 128312 results
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Decision Reference DRN-4195479
16 Jun 2023 Lanyon Financial Planning Limited UpheldPensions and AnnuitiesDRN-4195479 The complaint Mr G’s complaint relates to the advice given to him by Lanyon Financial Planning Limited (‘Lanyon’) in 2007 to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. Following a review of the advice carried out by ... (10 pages)View decision -
Decision Reference DRN-4194885
16 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4194885 The complaint Mr H has complained about the way Great Lakes Insurance SE (‘Great Lakes’) handled his travel insurance claim. All references to Mr H include any submissions made by Mrs M. What happened Mr H bought a travel insurance policy underwritten by Great Lakes. He travell... (3 pages)View decision -
Decision Reference DRN-4195478
16 Jun 2023 Equifax Limited UpheldConsumer CreditDRN-4195478 The complaint Mr R says Equifax Limited was wrongly reporting a loan on his credit file and they did not do enough to help him resolve the problem. What happened On 30 June 2011 Mr R took out a loan, and this loan defaulted on 22 November 2011. The original lender sold the loan... (5 pages)View decision -
Decision Reference DRN-4137550
16 Jun 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4137550 The complaint Mr G complains that Creation Financial Services Limited closed his account without notice and didn’t credit his points. He’d like compensation for the closure and the points returned. What happened Mr G had a reward club credit card account with Creation. This inc... (2 pages)View decision -
Decision Reference DRN-4122423
16 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4122423 Complaint Mr S is unhappy with Santander UK Plc’s decision to close his account. Background Mr S had an account with Santander. In November 2022, he applied for an ISA. His application was subject to checks and Santander discovered fraud markers had been recorded against his na... (2 pages)View decision -
Decision Reference DRN-4096966
16 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4096966 The complaint Miss K has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home insurance policy. What happened Miss K had a fire in her home, which caused extensive damage. Aviva accepted the fire claim and assessed the damage. Miss K complained t... (3 pages)View decision -
Decision Reference DRN-4195278
16 Jun 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4195278 The complaint Mrs O complains that Metro Bank PLC hasn’t refunded her after she fell victim to an investment scam. What happened I issued a provisional decision for this complaint on 28 April 2023, copied below. Both parties have responded and accepted my findings. Mrs O receiv... (6 pages)View decision -
Decision Reference DRN-4188522
16 Jun 2023 Bastion Insurance Company Limited UpheldInsuranceDRN-4188522 The complaint Mr M has complained about Bastion Insurance Company Limited. He isn’t happy that it turned down a claim under his mobile phone insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr M made a claim under his mobile phon... (2 pages)View decision -
Decision Reference DRN-4087832
16 Jun 2023 Mattioli Woods PLC UpheldPensions and AnnuitiesDRN-4087832 The complaint Mr T and his wife submitted a joint complaint about Mattioli Woods PLC (‘MW’). The case was then split into two, one for each complainant. This decision is for his complaint. He says MW recommended an unsuitable switch from his Standard Life (‘SL’) Self-Invested P... (9 pages)View decision -
Decision Reference DRN-4195193
16 Jun 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4195193 The complaint Mr O complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G Plc”). Mr O says he was misled that the bond was a secure investment – but has since lost his money as the bond issuer has gone into administration. What happe... (9 pages)View decision