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-3812926
18 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3812926 The complaint Mr and Mrs T complain that Royal & Sun Alliance Insurance Limited declined their legal expenses insurance (LEI) claim. What happened Mr and Mrs T were hoping to purchase a property from a company I’ll call C. Unfortunately, the purchase of the property didn’t ... (4 pages)View decision -
Decision Reference DRN-3797377
18 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3797377 The complaint Ms R, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms R was advanced six home collected loans between August 2016 and April 2019. I’ve included some ... (5 pages)View decision -
Decision Reference DRN-3797813
18 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3797813 The complaint Ms B, through a representative, complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms B was advanced six home collected loans between March 2019 and March 2021. I’ve included some... (5 pages)View decision -
Decision Reference DRN-3805220
18 Nov 2022 Zurich Assurance Ltd UpheldInvestmentsDRN-3805220 The complaint Mrs P complains that Zurich Assurance Ltd (‘Zurich’) gave her unsuitable investment advice. What happened Mrs P sought investment advice from a financial adviser on behalf of Zurich in 1997. The adviser conducted what they called ‘a financial health check’ and rec... (4 pages)View decision -
Decision Reference DRN-3799987
18 Nov 2022 Lendable Ltd UpheldConsumer CreditDRN-3799987 Complaint Mr W has complained about a personal loan Lendable Ltd (“Lendable”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background Lendable provided Mr W with a loan for £3,000.00 in January 2022. This loan had an APR of 37.... (3 pages)View decision -
Decision Reference DRN-3745697
17 Nov 2022 Quilter Holdings Limited UpheldPensions and AnnuitiesDRN-3745697 The complaint Mr C complains about the suitability of the advice provided by Booth & Associates to transfer the value of his preserved benefits in his former employer’s defined benefits pension scheme (“DB scheme”) to a personal pension plan (“PPP”). The transfer was comple... (9 pages)View decision -
Decision Reference DRN-3765940
17 Nov 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3765940 The complaint Mr V complained that Liverpool Victoria Insurance Company Limited didn’t properly deal with his claim under his caravan insurance policy What happened Mr V’s caravan was damaged due to water leakage in rainy weather in 2018. LV paid for a garage to repair it. In 2... (3 pages)View decision -
Decision Reference DRN-3619285
17 Nov 2022 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3619285 The complaint Mr W complains that Facet Investment Management Ltd (Facet) changed the way his pension was invested, leading him to be exposed to a higher level of risk than he was happy with. What happened Mr W had had a longstanding relationship with Mr W, specifically relatin... (7 pages)View decision -
Decision Reference DRN-3436908
17 Nov 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3436908 The complaint Mr M complains that ReAssure Limited incorrectly deducted tax from his pension payment in tax-year 2021/22 which meant he had to reclaim the tax paid from HMRC. What happened Mr M retired in 2018 and his personal pension plan (PPP) is administered by ReAssure. His... (3 pages)View decision -
Decision Reference DRN-3541550
17 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3541550 The complaint Mr B complains that Portal Financial Services LLP (Portal) recommended that he transferred his pensions to a SIPP without explaining to him that it was a SIPP. He states this was not appropriate for his risk tolerance and status as an inexperienced investor and he... (7 pages)View decision
