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-4161642
9 Jun 2023 MPA Financial Management Limited UpheldPensions and AnnuitiesDRN-4161642 The complaint Mr L complains that MPA Financial Management Limited removed itself as the adviser attached to his pension as an act of malice, which meant his funds were unmanaged and “frozen” until he appointed another adviser. What happened I issued my provisional decision on ... (5 pages)View decision -
Decision Reference DRN-3637644
9 Jun 2023 Futures Assured Ltd UpheldPensions and AnnuitiesDRN-3637644 The complaint Mr H complains about the advice given by Futures Assured Ltd (‘FAL’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme. He says the advice was unsu... (12 pages)View decision -
Decision Reference DRN-4180365
9 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4180365 The complaint Mr H complains that Great Lakes Insurance SE declined a claim after his laptop computer was stolen. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. At the relevant times, Mr H had a gadget in... (5 pages)View decision -
Decision Reference DRN-3861082
9 Jun 2023 Financial Administration Services Limited UpheldInvestmentsDRN-3861082 The complaint Mr S complains about the redress offered by Financial Administration Services Limited, referred to as “Fidelity” or “the business”, in relation to it mistakenly removing a substantial sum of money from his ISA that he planned to move and re-invest with another pla... (7 pages)View decision -
Decision Reference DRN-4024396
9 Jun 2023 Grove Pension Solutions Limited UpheldPensions and AnnuitiesDRN-4024396 The complaint Mr M complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a type of personal pension arrangement in 2017. He says the advice has caused a financial loss. Grove Pension Solutions Limited is now ... (9 pages)View decision -
Decision Reference DRN-4178935
9 Jun 2023 Covea Insurance plc UpheldInsuranceDRN-4178935 The complaint Mr B and Mrs B have complained that Covea Insurance plc (Covea) unfairly declined a claim under their home insurance policy. What happened Mr B contacted Covea to make a claim. He said he’d found water on the floor of a bathroom. He had lifted the cistern lid and ... (4 pages)View decision -
Decision Reference DRN-4165564
9 Jun 2023 Target Servicing Limited UpheldMortgagesDRN-4165564 The complaint Ms P and Mr U complain that Target Servicing Limited wouldn’t let them redeem their help to buy shared equity loan. What happened Ms P and Mr U bought a property with the assistance of the help to buy scheme. Under the scheme, a borrower can borrow a percentage of... (5 pages)View decision -
Decision Reference DRN-4126400
9 Jun 2023 LeasePlan UK Limited UpheldConsumer CreditDRN-4126400 The complaint Mr D is unhappy that a car supplied to him under a hire agreement with LeasePlan UK Limited was of an unsatisfactory quality. What happened On 30 December 2021, Mr D was supplied with a new car through a hire agreement with LeasePlan. Mr D paid an advance rental o... (4 pages)View decision -
Decision Reference DRN-4139087
9 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4139087 The complaint Mr K complains about the way his credit card has been administered by Clydesdale Bank Plc trading as Virgin Money. What happened Mr K has a credit card with Virgin Money. In late 2021 Mr K updated his address with Virgin Money but whilst the road name and number p... (4 pages)View decision -
Decision Reference DRN-4124519
9 Jun 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-4124519 The complaint Mr S complains that Zurich Assurance Ltd unfairly cancelled a reviewable term life cover policy connected to his pension plan. What happened Mr S held a personal pension plan with Zurich until 2019 when he withdrew the benefits. The pension policy had a related po... (2 pages)View decision