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 121876 results
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Decision Reference DRN-3516488
27 Jul 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3516488 The complaint Mr M complains that John Lewis Financial Services Limited won’t refund a payment made on his credit card to a ticket site for tickets to see a singer. What happened In March 2020 tickets were purchased to a see a singer in concert in July 2020 using Mr M’s John Le... (3 pages)View decision -
Decision Reference DRN-3576366
27 Jul 2022 QIC Europe Ltd UpheldInsuranceDRN-3576366 The complaint Mr G complains QIC Europe Ltd (“QIC”) has unfairly declined a claim he’s made on his buildings insurance policy. What happened I have previously issued two provisional decisions on this matter dated 12 January 2021 and 12 May 2021. The details of this complaint ar... (3 pages)View decision -
Decision Reference DRN-3612174
27 Jul 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3612174 Complaint Mr C has complained that Loans 2 Go Limited (“L2G”) provided him with unaffordable loans. He says L2G failed to check his financial circumstances and personal situation at the time to ensure he could repay these loans. Background L2G provided Mr C with an initial loan... (4 pages)View decision -
Decision Reference DRN-3295006
26 Jul 2022 ReAssure Limited UpheldInvestmentsDRN-3295006 The complaint Mr T, alongside the other trustees of the M Will Trust, complain about the way ReAssure Limited has communicated with them about some life policies. Specifically, Mr T complains about the ownership of his late wife’s policies and about tax residency letters it kee... (3 pages)View decision -
Decision Reference DRN-3443014
26 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3443014 The complaint Mr and Mrs D complain HSBC UK Bank Plc (“HSBC”) blocked and closed their joint account, causing them substantive distress, inconvenience, and financial loss. What happened HSBC carried out a review of Mr and Mrs D’s account in August 2020. In doing so, they contac... (4 pages)View decision -
Decision Reference DRN-3588099
26 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3588099 The complaint Ms W has complained that UK Insurance Limited (‘UKI’) declined part of her claim under her home insurance policy following damage to items in her home. What happened A paint spillage incident occurred at Miss W’s home in October 2021. She was insured with UKI at t... (5 pages)View decision -
Decision Reference DRN-3358337
26 Jul 2022 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3358337 The complaint Mr C says Petrus Financial Services (‘PFS’), taken over by Quilter Financial Services Ltd (‘Quilter’) in 2019, serviced his Pensions arrangements (a Personal Pension and a Self- Invested Personal Pension/’SIPP’ – the ‘PENSIONS’). He says, upon its takeover, Quilte... (6 pages)View decision -
Decision Reference DRN-3614397
26 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3614397 The complaint Mr R and Mrs R complain about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of a subsidence claim made under a home insurance policy. All references to RSA include its appointed agents. What happened Both parties have provided me with a timeline of... (7 pages)View decision -
Decision Reference DRN-3145797
26 Jul 2022 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-3145797 The complaint Mr B complains that Portafina Investment Management Limited gave him unsuitable investment advice. In particular he says its advice to transfer two pension pots to a Self- Invested Personal Pension (SIPP) and take a tax-free lump sum was unsuitable. Mr B is repres... (7 pages)View decision -
Decision Reference DRN-3605513
26 Jul 2022 Executive Benefit Consultancy Limited UpheldInvestmentsDRN-3605513 The complaint Ms G complains about investment advice she received from Executive Benefit Consultancy Limited (EBCL). She feels the investments she made as a result haven’t performed as well as they could have with more reasonable advice. What happened Ms G set out the key point... (6 pages)View decision
