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-3658620
19 Jan 2023 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-3658620 The complaint Mr G complains that Liverpool Victoria Financial Services Limited mis-sold him a Free Standing Additional Voluntary Contribution (FSAVC) plan. What happened Mr G met one of LV’s advisers in April 1991, when he was 40 years old and earning £21,500 per year. He’d be... (3 pages)View decision -
Decision Reference DRN-3877327
19 Jan 2023 West Bay Insurance Plc UpheldInsuranceDRN-3877327 The complaint Mr R complains that West Bay Insurance Plc avoided his motorbike insurance policy after he made a claim following a theft. What happened Mr R had an insurance policy for his motorbike. In November 2021 the bike was stolen and he made a claim. After considering the... (3 pages)View decision -
Decision Reference DRN-3781356
19 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3781356 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy with the service it received surrounding a request it made to Santander UK Plc to provide a detailed calculation of how its Bounce Back Loan (“BBL”) repayments were being calculated. G’s complaint is brough... (2 pages)View decision -
Decision Reference DRN-3661494
19 Jan 2023 PrisWM Limited UpheldPensions and AnnuitiesDRN-3661494 The complaint Mr I complains about the advice PrisWM Limited (PL) gave 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. Profession... (12 pages)View decision -
Decision Reference DRN-3396078
19 Jan 2023 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3396078 The complaint Mr M has complained about the advice he received in 1992 to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan. The advice was provided by BMA Services, which is now the responsibility of Wesleyan Assurance Limited. Mr M’s wife received advic... (5 pages)View decision -
Decision Reference DRN-3818366
19 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3818366 The complaint Ms H complains she was mis-sold an investment bond (held in an ISA wrapper) by Basset Gold Limited (“BG Ltd”), an appointed representative of Gallium Fund Solutions Limited (“Gallium”). She says the bond was mis sold to her by BGL as she believed it was low risk a... (25 pages)View decision -
Decision Reference DRN-3909303
19 Jan 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3909303 The complaint Ms R complains that Starling Bank Limited won’t refund to her the money that she paid for a bed and mattress. What happened I’ve issued provisional decisions on this complaint in which I described what had happened as follows: “Ms R made a payment of £728.66 from ... (4 pages)View decision -
Decision Reference DRN-3805257
19 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3805257 The complaint A partnership, which I’ll refer to as “T”, complains about the way National Westminster Bank Plc (“NatWest”) handled its redemption of a business loan. The complaint is brought by T’s partners, Mr and Mrs K. What happened T held a business loan with NatWest. The l... (4 pages)View decision -
Decision Reference DRN-3900354
19 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3900354 The complaint Mrs S complained about U K Insurance Limited (UKI). She wasn’t happy about the way UKI cancelled her motor insurance policy. What happened Mrs S’ had her motor insurance with UKI for a number of years on auto renew. But UKI changed this and her policy didn’t auto ... (2 pages)View decision -
Decision Reference DRN-3825652
18 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3825652 The complaint Miss E has complained about the service provided by esure Insurance Limited (‘Esure’) in dealing with a claim for waste-water damage under her home insurance policy. For the avoidance of doubt, ‘Esure’ includes its loss adjusters in this decision letter. What happ... (4 pages)View decision
