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 120327 results
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Decision Reference DRN-3569748
29 Jun 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3569748 The complaint Mr C complains that ReAssure Limited failed to collect and apply contributions to his pension plan correctly over a period of time. What happened One of our investigators considered Mr C’s complaint. He sent both parties his assessment of it in November 2021. The ... (3 pages)View decision -
Decision Reference DRN-3535848
29 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3535848 The complaint Mrs R complains about the way Tesco Personal Finance PLC trading as Tesco Bank dealt with her attempts to recover money she’d paid for services she was unable to use due to the Covid-19 pandemic. What happened Mrs R was due to fly abroad for a holiday to celebrate... (4 pages)View decision -
Decision Reference DRN-3568018
29 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3568018 The complaint Miss U is unhappy with Monzo Bank Ltd because it’s not refunding the money she lost after she became the victim of a scam. What happened I’m not going to cover all the points raised in detail. The view of 19 November 2021 covered the detailed timeline of the trans... (7 pages)View decision -
Decision Reference DRN-3189214
29 Jun 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3189214 The complaint Mr W has complained that he was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of his Small Self-Administered Scheme (SSAS), to invest in a Cape Verde hotel development of The Resort Group (TRG) and a discretionary managed por... (14 pages)View decision -
Decision Reference DRN-3569851
29 Jun 2022 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-3569851 The complaint Miss P complains that Fund Ourselves Limited was irresponsible to have agreed to lend to her. What happened Miss P had two loans from Fund Ourselves between July and September 2021 as shown below: Loan Date Amount Term Monthly Repayment Due Repaid 1 31 Jul 2021 £4... (3 pages)View decision -
Decision Reference DRN-3569818
29 Jun 2022 RAC Insurance Limited UpheldInsuranceDRN-3569818 The complaint Mr K complains about RAC Insurance Limited’s handling of a claim under his roadside assistance policy. What happened In July 2021 Mr K was travelling through Europe when he was involved in a serious car accident. He contacted RAC and it sent a recovery truck that ... (4 pages)View decision -
Decision Reference DRN-3568873
29 Jun 2022 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3568873 The complaint Mr N has complained that Quilter Financial Planning Solutions Limited, trading as Positive Solutions, gave him incorrect advice about the retention of protected tax free cash (PTFC) before transferring his occupational pension scheme in order to access the tax fre... (7 pages)View decision -
Decision Reference DRN-3569544
29 Jun 2022 AWP P&C SA UpheldInsuranceDRN-3569544 The complaint Mr W and Ms W have complained that AWP P&C SA (AWP) has caused them to have to incur costs to an independent contractor following a claim under their home emergency insurance policy when their boiler broke down. Although this is a joint complaint by Mr W and M... (3 pages)View decision -
Decision Reference DRN-3567877
29 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3567877 The complaint Mr B is unhappy that HSBC UK Bank Plc won’t refund transactions he didn’t authorise. What happened On 24 July 2019, Mr B said he was contacted by someone claiming to be from ‘F’, an online trading platform regulated by the Financial Conduct Authority (FCA). He sai... (5 pages)View decision -
Decision Reference DRN-3568697
29 Jun 2022 Advanced Asset Consultants Ltd UpheldPensions and AnnuitiesDRN-3568697 The complaint Mrs C complains that Advanced Asset Consultants Ltd (“AAC”) failed to treat her fairly when she requested some advice on the potential transfer of pension benefits from an occupational pension scheme (“OPS”). What happened I have issued two provisional decisions o... (9 pages)View decision
