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 125299 results
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Decision Reference DRN-3957649
10 Feb 2023 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3957649 The complaint Mr L complains that Quilter Financial Planning Solutions Limited allowed more initial fees to be taken from a personal pension it set up for him with Aviva, than he agreed it could take. What happened Mr L originally took out an Aviva pension on advice from a part... (7 pages)View decision -
Decision Reference DRN-3626809
10 Feb 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3626809 The complaint Mr L complains about the advice given by CST Wealth Management Limited (CST) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes ... (11 pages)View decision -
Decision Reference DRN-3891871
10 Feb 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3891871 The complaint Mr C complained about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. He isn’t happy that it turned down a claim for the repair of minor scratches to his car following a claim under his minor cosmetic insurance policy. What happened Mr C ma... (2 pages)View decision -
Decision Reference DRN-3618629
10 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3618629 The complaint Mrs T complains about problems she’s faced and the service she’s been provided by Nationwide Building Society after it dealt with a claim for a transaction on her credit card. Mrs T is represented in bringing her complaint, but for ease of reading I’ll refer to al... (3 pages)View decision -
Decision Reference DRN-3954266
10 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3954266 The complaint Ms B has complained about the way ReAssure Limited managed her personal pension. What happened Ms B has a personal pension with ReAssure, from which she had been taking an income of £1,000 on a quarterly basis. Ms B also occasionally requested extra lump sum payme... (3 pages)View decision -
Decision Reference DRN-3958137
10 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3958137 The complaint Mr P has complained about the way his motor insurer, Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim he made on his policy. Admiral is the underwriter of this policy i.e., the insurer. Part of this complaint concerns the actions of another com... (4 pages)View decision -
Decision Reference DRN-3891436
10 Feb 2023 ITI Capital Limited UpheldInvestmentsDRN-3891436 The complaint Ms K has complained about the lack of action ITI Capital Limited (‘ITI’) has taken with her holding of Policy Selection Limited Assured Fund GBP ‘C’ class despite her instruction to redeem her holding. What happened In May 2007 Ms K invested £20,000 into the Assur... (4 pages)View decision -
Decision Reference DRN-3958410
10 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3958410 The complaint Mrs J is unhappy with the amount of compensation U K Insurance Limited (UKI) has offered after they cancelled her van insurance policy. What happened Mrs J has a commercial van insurance policy with UKI. On 14 September 2022 she contacted UKI via message chat to u... (3 pages)View decision -
Decision Reference DRN-3941322
10 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3941322 The complaint L, a limited company, complains that National Westminster Bank Plc trading as Tyl won’t reimburse a refund processed through its merchant terminal which it says it didn’t authorise. What happened L operates a retail premises. On 1 March 2022 an employee of L was a... (3 pages)View decision -
Decision Reference DRN-3915251
10 Feb 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3915251 The complaint Mr R and Miss V are unhappy that Inter Partner Assistance SA (‘IPA’) declined claims they made on a travel insurance policy. What happened Mr R has a bank account with a company I’ll refer to as ‘M’. He’s the cardholder for the account. The account comes with a nu... (3 pages)View decision
