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 119142 results
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Decision Reference DRN-3302156
21 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3302156 The complaint Mr S complains about advice he was given to transfer the benefits from two defined-benefit (DB) occupational pension schemes (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Portal Finan... (7 pages)View decision -
Decision Reference DRN-3489973
20 Jun 2022 Phoenix Life Limited UpheldInvestmentsDRN-3489973 The complaint Mr A complains that he was mis-sold a whole of life policy in 1982 by Phoenix Life Limited. He is represented by a claims management company (‘CMC’) in bringing his complaint. What happened In late 2020, the CMC lodged Mr A’s complaint with Phoenix. It said at the... (3 pages)View decision -
Decision Reference DRN-3418256
20 Jun 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3418256 The complaint Mr W complains that a car acquired with finance from BMW Financial Services (GB) Limited trading as MINI Financial Services wasn’t of satisfactory quality. What happened In December 2020 Mr W was supplied with a car and entered into a hire purchase agreement with ... (2 pages)View decision -
Decision Reference DRN-3447492
20 Jun 2022 3J Finance Limited UpheldConsumer CreditDRN-3447492 The complaint Ms M complains that 3J Finance Limited will not let her out of an arrangement to pay for an educational course for her children. What happened In July 2019 Ms M says she was sold a direct debit agreement for an online education course for her children by a course ... (4 pages)View decision -
Decision Reference DRN-3553071
20 Jun 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3553071 The complaint Mr W complained to Wesleyan Assurance Society (Wesleyan) about the sale of his freestanding additional contribution (FSAVC) plans. Wesleyan upheld the complaint but Mr W doesn’t agree with the redress methodology used to calculate the loss he’s suffered as a resul... (6 pages)View decision -
Decision Reference DRN-3551124
20 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3551124 The complaint Mr and Mrs F complain about how AXA Insurance UK Plc dealt with a claim against their travel insurance policy. Reference to AXA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in fu... (5 pages)View decision -
Decision Reference DRN-3552959
20 Jun 2022 Southern Rock Insurance Company Limited UpheldInsuranceDRN-3552959 The complaint Mr E complained that Southern Rock Insurance Company Limited (“Southern Rock”) declined his claim following a road traffic collision. What happened Mr E took out a motor insurance policy with Southern Rock in May 2019. He was covered to use his car for social, dom... (3 pages)View decision -
Decision Reference DRN-3451736
20 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3451736 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA reversed a payment he’d received through his account and used debt collectors to chase him for repayment. What happened Mr B sold a phone and received a payment for it through his PayPal account. However, the buy... (3 pages)View decision -
Decision Reference DRN-3497455
20 Jun 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3497455 The complaint Mr D complains that DAS Legal Expenses Insurance Company Limited unfairly declined his claim for rent protection under his legal expenses insurance policy. What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised what ha... (3 pages)View decision -
Decision Reference DRN-3322311
20 Jun 2022 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-3322311 The complaint Mr R complains about three fixed sum loan agreements with Virgin Media Mobile Finance Limited (‘Virgin’), which he says he didn’t authorise. What happened In January 2020 Virgin discovered that a third party had successfully applied for three fixed sum loan agreem... (3 pages)View decision
