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-3553464
16 Nov 2022 Wesleyan Assurance Society UpheldInvestmentsDRN-3553464 The complaint Mrs N complains that Wesleyan Assurance Society delayed the surrender of a whole of life policy because it incorrectly recorded the policy was assigned to a bank. What happened In late 2020 Mrs N asked Wesleyan what was required to surrender her existing whole of ... (2 pages)View decision -
Decision Reference DRN-3772194
16 Nov 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3772194 The complaint Mr E has complained about a default registered by Arrow Global Limited. What happened This complaint surrounds a credit card account that was opened in 2012 and was sold to Arrow in 2019. The original creditor and Arrow wrote to Mr E to let him know Arrow now owne... (4 pages)View decision -
Decision Reference DRN-3789567
16 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3789567 The complaint Ms S complains Morses Club PLC (Morses) didn’t check whether she could afford to pay back the loans which were granted to her. What happened Ms S took five loans between November 2018 and March 2020. I’ve included some of the information we’ve received about these... (5 pages)View decision -
Decision Reference DRN-3793646
16 Nov 2022 PrisWM Limited UpheldPensions and AnnuitiesDRN-3793646 The complaint Mrs H complains about advice given by PrisWM Limited (“PWM”) to transfer defined benefits She held in the British Steel Pension Scheme (“BSPS”) to a Self-Invested Personal Pension (“SIPP”). She says the advice was unsuitable and believes it has caused her a financ... (23 pages)View decision -
Decision Reference DRN-3793668
16 Nov 2022 PrisWM Limited UpheldPensions and AnnuitiesDRN-3793668 The complaint Mr H complains about advice given by PrisWM Limited (“PWM”) to transfer defined benefits he held in the British Steel Pension Scheme (“BSPS”) to a Self-Invested Personal Pension (“SIPP”). He says the advice was unsuitable and believes it has caused him a financial... (23 pages)View decision -
Decision Reference DRN-3740560
16 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3740560 The complaint Mr P complains about delays in processing a chargeback request through Bank of Scotland plc, trading as Halifax. 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 giving my reasons ... (2 pages)View decision -
Decision Reference DRN-3809824
16 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3809824 The complaint Ms C complains about the service she received from British Gas Insurance Limited when she tried to claim on her home emergency insurance policy. Any reference to British Gas in my decision includes the actions of its agents – such as engineers carrying out visits ... (2 pages)View decision -
Decision Reference DRN-3648251
16 Nov 2022 Diamond Rocket Trading Ltd UpheldInsuranceDRN-3648251 The complaint A company I’ll refer to as J has complained that Diamond Rocket Trading Ltd trading as Coversure (Brentwood) mis-sold J a business interruption insurance policy. Mr A, a director of J, has brought the complaint on J’s behalf. What happened In 2019 J arranged a com... (3 pages)View decision -
Decision Reference DRN-3702029
16 Nov 2022 Target Servicing Limited UpheldMortgagesDRN-3702029 The complaint Mrs W complains about the way that Target Servicing Limited dealt with a query she had about letting her property out. She feels it has caused her some financial loss and is also unhappy with how long Target took to give her permission to do this. What happened Mr... (4 pages)View decision -
Decision Reference DRN-3756541
16 Nov 2022 Zurich Assurance Ltd UpheldInvestmentsDRN-3756541 The complaint Ms P complains that Zurich Assurance Ltd mis-sold her a unit linked whole of life policy. What happened In 1998, Ms P was advised to take out a unit linked whole of life policy which provided her with £100,000 of cover if she passed away as well as £100,000 of cov... (2 pages)View decision
