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 118878 results
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Decision Reference DRN-3464331
25 May 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3464331 The complaint Mr M complains that Metro Bank PLC blocked his account without reason then closed it. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr M had a current account with Metro. On 17 November 2... (4 pages)View decision -
Decision Reference DRN-2957523
25 May 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-2957523 The complaint Mr P complains about the advice given by Better Retirement Group Ltd (BRG) to transfer the funds 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 this h... (6 pages)View decision -
Decision Reference DRN-3382021
25 May 2022 Amtrust Europe Limited UpheldInsuranceDRN-3382021 The complaint A company that I’ll refer to as G has complained that Amtrust Europe Limited unfairly withdrew indemnity for a claim on its legal expenses insurance policy. Mr H, a director of G, has brought the complaint on G’s behalf. G is also represented in bringing this comp... (6 pages)View decision -
Decision Reference DRN-3441135
25 May 2022 AWP P&C SA UpheldInsuranceDRN-3441135 The complaint Mr W and Mrs W complain about AWP P&C SA (“AWP”) for its failure to send an engineer in response to his home emergency, leaving him to carry out repairs himself. He wants AWP to pay him compensation reflecting the costs that AWP would have incurred if it had a... (2 pages)View decision -
Decision Reference DRN-3459720
25 May 2022 Professional Intermediary Introducers Limited UpheldInvestmentsDRN-3459720 The complaint Mr and Mrs T complain that Professional Intermediary Introducers Limited gave them unsuitable advice about two life assurance products. What happened In 2016, Mr and Mrs T’s financial circumstances seem to have changed significantly. Mr T sold a share he had in a ... (4 pages)View decision -
Decision Reference DRN-3497542
25 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3497542 The complaint Mr S complains through his representative that Madison CF UK Limited trading as 118 118 Money lent him money on high cost loans that he was unable to afford to repay. What happened 118 118 Money provided Mr S with the following loans: Date Amount Term Monthly repa... (4 pages)View decision -
Decision Reference DRN-3311706
25 May 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3311706 The complaint Mrs B is unhappy with Great Lakes Insurance SE because it made a proportionate settlement on her claim. What happened Mrs B had a travel medical insurance policy with Great Lakes. She went on a cruise in February 2020 and became unwell with COVID-19. Mrs B needed ... (3 pages)View decision -
Decision Reference DRN-2904109
25 May 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-2904109 The complaint Mr C complains that Utmost Life and Pension Limited (Utmost) delayed the transfer of his personal pension plan (PPP) to another provider from who he wished to draw his retirement benefits in the form of an annuity. He says this delay meant that his guaranteed annu... (5 pages)View decision -
Decision Reference DRN-3483446
25 May 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3483446 The complaint Mr D says that Lloyds Bank PLC (“Lloyds”) closed his account without notice and that it acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr D held a bank account with Lloyds with an overdraft limit of ... (3 pages)View decision -
Decision Reference DRN-3467526
25 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3467526 The complaint Ms C's complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened Ms C’s policy includes an annual service of her boiler. She says that during the annual service boiler in September ... (4 pages)View decision
