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 125299 results
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Decision Reference DRN-3861353
15 Dec 2022 Hunter Mills Limited UpheldPensions and AnnuitiesDRN-3861353 The complaint Mr R complains about the advice given by Hunter Mills Limited 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. What ... (13 pages)View decision -
Decision Reference DRN-3855731
15 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3855731 The complaint Mr B complains is unhappy with how Ageas Insurance Limited has administered his motor insurance policy and the details it has recorded on an external database. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-3859969
15 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3859969 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) wasn’t fit for purpose. What happened Mr M entered into a hire purchase agreement with VWFS in October 2019 to acquire a used car. At t... (5 pages)View decision -
Decision Reference DRN-3841239
15 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3841239 The complaint Mr and Mrs R complain Aviva Insurance Limited have unfairly declined a claim they made under a home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on providing my... (2 pages)View decision -
Decision Reference DRN-2868840
15 Dec 2022 Wealthmasters Financial Management Ltd UpheldPensions and AnnuitiesDRN-2868840 The complaint Mr R complains about the advice given by Wealthmasters Financial Management Ltd (‘WFM’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). The BSPS was a defined benefit (‘DB’) occupational p... (11 pages)View decision -
Decision Reference DRN-3796363
15 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3796363 The complaint Mr and Mrs H complain HSBC UK Bank Plc, trading as first direct (“First Direct”), didn’t reimburse the money they lost when Mr H was the victim of an ‘authorised push payment’ (“APP”) impersonation / purchase scam. While the complaint was referred by both Mr and M... (5 pages)View decision -
Decision Reference DRN-3726707
15 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3726707 The complaint Mr N complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) irresponsibly granted him two fixed sum loan agreements he couldn’t afford to repay. He also complains that he was pressured into signing the agreements. What happe... (5 pages)View decision -
Decision Reference DRN-3598901
15 Dec 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3598901 The complaint Mr M complains ReAssure Limited didn’t give him access to its online portal, so he couldn’t access his pension funds or change his pension investment, which caused him a financial loss. What happened In 2020, ReAssure took over a group of policies from the busines... (4 pages)View decision -
Decision Reference DRN-3788963
15 Dec 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3788963 The complaint Miss J complains that Aviva Life & Pensions UK Limited are unfairly asking for payments of around £18,000 made to her in respect of her late father’s’ pension to be repaid. In addition, correspondence relating to this issue has been sent to the wrong address d... (4 pages)View decision -
Decision Reference DRN-3845820
15 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3845820 The complaint Mrs S is unhappy with how Barclays Bank UK PLC (‘Barclays’) handled a claim she made in relation to a purchase on her credit card. What happened Mrs S bought tickets for a show in June 2019 through a ticket booking agency (‘the supplier’). The show took place on 7... (6 pages)View decision
