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 123872 results
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Decision Reference DRN-3744519
20 Oct 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3744519 The complaint Mr W complains that Domestic and General Insurance Plc mishandled his claim on a home emergency insurance policy. Where I refer to D&G, I refer to the above-named insurance company and I include engineers and others insofar as I hold D&G responsible for th... (5 pages)View decision -
Decision Reference DRN-3722653
20 Oct 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3722653 The complaint Mr T complains about the service he received from Tesco Personal Finance PLC trading as Tesco Bank when he attempted to switch his account to another provider. What happened Mr T had a current account with Tesco Bank. In 2021, Tesco Bank decided to close all curre... (2 pages)View decision -
Decision Reference DRN-3668442
20 Oct 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3668442 The complaint Mr A complains about unsuitable advice he says he received from Mr Y to move two pensions to a self-invested personal pension (SIPP) and use a discretionary fund management (DFM) service. Mr A says Mr Y initially gave him advice acting on behalf of T – an appointe... (22 pages)View decision -
Decision Reference DRN-3764684
20 Oct 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3764684 The complaint Miss S and Mr S are unhappy Lloyds Bank General Insurance Limited (Lloyds) have declined their claim for storm damage on their home insurance policy. What happened The background of this complaint is well known to both parties and has been detailed by our investig... (2 pages)View decision -
Decision Reference DRN-3620548
20 Oct 2022 Hoist Finance UK Limited UpheldBanking and PaymentsDRN-3620548 The complaint Mrs F complains about the way that Hoist Finance UK Limited has dealt with her financial problems and that it has sent correspondence about her borrowing to the wrong address. What happened Mrs F explains that she has a long-standing debt that’s still over £22,000... (3 pages)View decision -
Decision Reference DRN-3665809
20 Oct 2022 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-3665809 The complaint Ms H and Mr T are unhappy with what Ecclesiastical Insurance Office Plc did after they made a claim on their legal expenses insurance policy. What happened Ms H and Mr T have home insurance with Ecclesiastical which includes legal expenses insurance. In April 2017... (4 pages)View decision -
Decision Reference DRN-3270930
20 Oct 2022 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3270930 The complaint Ms M complains about the advice given by Quilter Financial Services Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her. Ms M is being rep... (9 pages)View decision -
Decision Reference DRN-3763491
20 Oct 2022 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-3763491 The complaint Mr M’s complaint is that Halifax Share Dealing Limited didn’t accept payment of a cheque for $288 into his Halifax SIPP account. He feels he received incorrect and misleading information when trying to cash his cheque, and is unhappy that he has now lost out on $2... (4 pages)View decision -
Decision Reference DRN-3755357
20 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3755357 The complaint Mr and Mrs C complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly delayed their claim as a result of RSA mis-diagnosing the cause of a leak under their home insurance. What happened Mr and Mrs C made a claim to RSA when they noticed a leak c... (4 pages)View decision -
Decision Reference DRN-3734871
20 Oct 2022 American International Group UK Limited UpheldInsuranceDRN-3734871 The complaint Ms C complains about how American International Group UK Limited (AIG) handled a claim made on her commercial motor insurance policy. What happened The named driver on Ms C’s policy had an accident whilst driving her company car. Ms C was unhappy that AIG tried t... (3 pages)View decision
