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 120469 results
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Decision Reference DRN-3389011
7 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3389011 The complaint Mr A complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held. Portal processed the transfer of Mr A’s DB scheme benefits to a personal pension with an income draw... (8 pages)View decision -
Decision Reference DRN-3580937
7 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3580937 The complaint Mrs S complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs S was approved for two NewDay credit cards which I will refer to as A and B. NewDay increased the credit limits on both cards, which I have detailed below. Card A – approved October ... (7 pages)View decision -
Decision Reference DRN-3556161
7 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3556161 The complaint Mrs B complains about how AA Underwriting Insurance Company Limited dealt with a claim made on her motor insurance policy. She wants a full refund of the premium she paid. What happened Mrs B said another car had reversed into hers and AA told her, based on this, ... (2 pages)View decision -
Decision Reference DRN-3577692
7 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3577692 The complaint Mrs D complains about how Aviva Insurance Limited (Aviva) damaged her car and handled a claim under her motor insurance policy. References to Aviva include its suppliers. What happened The details of the incident in question are well known to all parties involved ... (5 pages)View decision -
Decision Reference DRN-3276900
7 Jul 2022 London Community Credit Union Limited UpheldBanking and PaymentsDRN-3276900 The complaint Mr M complains that London Community Credit Union Limited (LCCU) produced two conflicting statements showing different balances in his account. He said that LCCU had failed to help him. Mr M said that he receives benefits and this problem has made it difficult for... (2 pages)View decision -
Decision Reference DRN-3455310
7 Jul 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3455310 The complaint Ms B complains about Red Sands Insurance Company (Europe) Limited (Red Sands) rejecting a claim under her pet insurance policy because of a pre-existing condition. This decision covers, firstly, Ms B’s complaint to this service in January 2022 about Red Sands decl... (4 pages)View decision -
Decision Reference DRN-3581858
7 Jul 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3581858 The complaint Mr G and Mrs S complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim for a cancelled trip under their travel insurance policy. All references to IPA include the agents appointed to administer claims on its behalf. What happened Mr G and Mrs S he... (3 pages)View decision -
Decision Reference DRN-3368971
6 Jul 2022 Morses Club PLC UpheldConsumer CreditDRN-3368971 The complaint Ms D, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Using information from Morses, here is a brief table of the approved loans. Loan Date Taken Date Repaid Weekly Instalments Amount Max. Weekly Repayment 1 15/1... (5 pages)View decision -
Decision Reference DRN-3547297
6 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3547297 The complaint A company, which I will refer to as ‘H’, complains about Royal & Sun Alliance Insurance Limited (RSA)’s handling of their buildings insurance claim. Mr P has brought the complaint on behalf of H, and is represented in the complaint by Mr L. However, for ease I... (2 pages)View decision -
Decision Reference DRN-3582632
6 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3582632 The complaint Mr W complains that HSBC UK Bank Plc has refused to refund payments he made to what he believed was a legitimate investments trading company (Olsson Capital). Mr W made these payments using his HSBC Visa debit card. What happened The circumstances of this complai... (8 pages)View decision
