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 125400 results
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Decision Reference DRN-3829582
2 Mar 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3829582 The complaint Mr B complained that he was given unsuitable advice to transfer a defined benefit (DB) occupational pension, to a type of personal pension plan, in 2014. Niche Independent Financial Advisers Limited is responsible for answering this complaint and so to keep things... (9 pages)View decision -
Decision Reference DRN-3889512
2 Mar 2023 Tesco Underwriting Limited UpheldInsuranceDRN-3889512 The complaint Mr M is unhappy with how Tesco Underwriting Limited handled a claim under his motor insurance policy. What happened Mr M contacted Tesco in June 2022 because his car had been damaged in an accident. Tesco said it wouldn’t be economical to repair the car and wrote ... (3 pages)View decision -
Decision Reference DRN-3993063
2 Mar 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-3993063 The complaint Mr B complains that Legal and General Assurance Society Limited (L&G) has terminated an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’m not going to se... (7 pages)View decision -
Decision Reference DRN-3980521
2 Mar 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3980521 The complaint Miss M complains about the quality of a car she has been financing through an agreement with Mercedes-Benz Financial Services UK Limited (who I’ll call “MBFS”). What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (3 pages)View decision -
Decision Reference DRN-3915225
2 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3915225 The complaint Mr and Mrs F complain about the way Admiral Insurance (Gibraltar) Limited has handled a claim they made on their motor insurance policy following a collision. What happened Mrs F has led the complaint with this Service so I’ll mainly refer to her throughout. Mrs ... (2 pages)View decision -
Decision Reference DRN-3934430
2 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3934430 The complaint Mr S complains that National Westminster Bank Plc (“NatWest”) deactivated online banking for his personal bank account and that there were then significant difficulties in him regaining access. What happened Mr S held accounts with NatWest in both a personal capac... (3 pages)View decision -
Decision Reference DRN-3855859
2 Mar 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-3855859 The complaint Mr D and Mrs D complain that Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG (Helvetia) unfairly declined their claim. All references in my decision to Helvetia include their agents. For ease of reading, I’ll refer only to Mr D throughout. Wh... (2 pages)View decision -
Decision Reference DRN-3996205
2 Mar 2023 Chubb European Group SE UpheldInsuranceDRN-3996205 The complaint Miss T complains that Chubb European Group SE treated her unfairly when she made a claim on her mobile phone insurance. What happened Miss T’s phone was damaged, it had a cracked screen and a substance was leaking from it. So, she made a claim on her Chubb policy ... (2 pages)View decision -
Decision Reference DRN-3720528
2 Mar 2023 WPS ADVISORY Ltd UpheldPensions and AnnuitiesDRN-3720528 The complaint Mr G complains about the advice given by WPS ADVISORY Ltd (‘WPS’) 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 financial loss. M... (10 pages)View decision -
Decision Reference DRN-3998592
2 Mar 2023 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3998592 The complaint Miss H complains that Acorn Insurance & Financial Services Ltd (“Acorn”) mishandled her motor insurance. Where I refer to Acorn, I refer to the above-named company and I include employees and others insofar as I hold Acorn responsible for their acts or omissio... (5 pages)View decision
