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 125400 results
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Decision Reference DRN-3814020
18 Nov 2022 U K Insurance Limited UpheldInsuranceDRN-3814020 The complaint Ms H complains about the repairs carried out by U K Insurance Limited (‘UKI’) following a buildings insurance claim. What happened In 2017, there was a drain blockage at Ms H’s property, which was found to be caused by tree roots. She made an accidental damage cla... (7 pages)View decision -
Decision Reference DRN-3813309
18 Nov 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3813309 The complaint Mr F complains that Advantage Insurance Company Limited (Advantage) didn’t fairly compensate him for car hire costs he incurred while he waited for it to carry out repairs on his insured vehicle. What happened The background of this complaint is known in detail to... (3 pages)View decision -
Decision Reference DRN-3679156
18 Nov 2022 M&G Wealth Advice Limited UpheldPensions and AnnuitiesDRN-3679156 The complaint Mr P complains about the advice given by Prudential Financial Planning Limited (Prudential) to transfer the benefits from his defined-benefit (DB) occupational pension with the British Steel (BSPS) scheme to a personal pension. He says the advice was unsuitable fo... (10 pages)View decision -
Decision Reference DRN-3800291
18 Nov 2022 American International Group UK Limited UpheldInsuranceDRN-3800291 The complaint Mrs F complains American International Group UK (AIG) acted unfairly by failing to advise her cover was no longer valid, and continuing to collect premiums for many years. What happened Mrs F was a beneficiary of her employer’s group income protection policy, unde... (3 pages)View decision -
Decision Reference DRN-3814387
18 Nov 2022 Ulster Bank Ltd UpheldBanking and PaymentsDRN-3814387 The complaint Mr and Mrs M have complained that in May 2021 Ulster Bank Ltd (“Ulster”) failed to make it clear to them that they would not be able to revert back to the UFirst Private account, when they asked for their account to be downgraded to a fee-free account. Mr and Mrs ... (4 pages)View decision -
Decision Reference DRN-3813517
18 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3813517 The complaint Mr N has complained to Portal Financial Services LLP (“Portal”) about advice he received to transfer his personal pension to a Self-Invested Personal Pension (SIPP). What happened In 2014 Mr N was cold called by a business offering him a review of his pensions. Mr... (8 pages)View decision -
Decision Reference DRN-3805572
18 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3805572 The complaint Mr B complains that National Westminster Bank Plc caused him unnecessary stress and worry when he attempted to make a payment. What happened Mr B was arranging to purchase a new vehicle and had paid a small deposit towards it. The next stage of the process was to ... (4 pages)View decision -
Decision Reference DRN-3611426
18 Nov 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3611426 The complaint The estate of Mrs T complains that Lloyds Bank General Insurance Limited has treated her unfairly when pricing her buildings and contents insurance over a number of years. What happened The estate of Mrs T was shocked to discover how much the late Mrs T was paying... (4 pages)View decision -
Decision Reference DRN-3739639
18 Nov 2022 R&Quiem Financial Services Limited UpheldPensions and AnnuitiesDRN-3739639 The complaint Mr C complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. A business called... (8 pages)View decision -
Decision Reference DRN-3814111
18 Nov 2022 Skyfire Insurance Company Limited UpheldInsuranceDRN-3814111 The complaint Mr R complains about how Skyfire Insurance Company Limited handled his motor insurance claim. References to Skyfire include its agents. What happened In October 2021, Mr R made a claim under his motor insurance policy with Skyfire after damaging his car in an acci... (3 pages)View decision
