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 125299 results
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Decision Reference DRN-3794494
11 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3794494 The complaint Ms M has complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim she made under her legal expenses insurance cover. For the sake of clarity when I mention RSA, I mean both the underwriter and any agent acting on its behalf. Bac... (4 pages)View decision -
Decision Reference DRN-3801711
11 Nov 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3801711 The complaint Mr O complains that Embark Investment Services Limited (“Embark”) failed to transfer his pension and ISA savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in September 2022. In that decision I explained... (5 pages)View decision -
Decision Reference DRN-3187170
11 Nov 2022 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3187170 The complaint Mr C complains that Mulberry Wealth Management Limited (Mulberry) gave him unsuitable advice to transfer the benefits from his defined benefits (DB) scheme with British Steel (BSPS) to a personal pension (PP). Mr C is being represented by a third party, but for ea... (10 pages)View decision -
Decision Reference DRN-3446554
11 Nov 2022 Match the Cash Limited UpheldConsumer CreditDRN-3446554 The complaint Mr G complains Match the Cash Limited lent to him irresponsibly. What happened In January 2019 Mr G applied for, and was given a loan for £3,500, which was repayable over a period of 36 months. The repayments were around £170 a month, and in total Mr G agreed to p... (5 pages)View decision -
Decision Reference DRN-3456980
11 Nov 2022 Financial Administration Services Limited UpheldInvestmentsDRN-3456980 The complaint Mr H is complaining about the delays he experienced in the transfer of his cash ISA from another provider to his stocks and shares ISA with Financial Administration Services Limited (‘Fidelity’). What happened Mr H held a cash ISA with another product provider – w... (4 pages)View decision -
Decision Reference DRN-3799295
11 Nov 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3799295 The complaint Mr W’s representative has complained, on his behalf, that he was unsuitably advised by Utmost Life and Pensions Limited to establish a Free Standing Additional Voluntary Contributions (FSAVC) policy instead of contributing to an “in house” arrangement associated w... (5 pages)View decision -
Decision Reference DRN-3753021
11 Nov 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3753021 The complaint Mr S, through his representative, complains that Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly. What happened Madison approved one loan for Mr S on 10 July 2020 for £1,000 plus interest repayable over 24 months at £78.11 each month. He... (3 pages)View decision -
Decision Reference DRN-3565878
11 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3565878 The complaint Company M complains that Monzo Bank Ltd didn’t do enough to prevent them losing out financially as a result of an authorised push payment (‘APP’) fraud. What happened The background to the complaint is well known to both parties and so I won’t repeat it at length ... (4 pages)View decision -
Decision Reference DRN-3762458
11 Nov 2022 I Go 4 Ltd. UpheldInsuranceDRN-3762458 The complaint Mr S complains about how i Go 4 Ltd trading as Wisedriving (“Wisedriving”) administered his motor insurance policy. What happened Mr S took out a motor insurance policy through a broker, Wisedriving, on 1 February 2022. As part of his online application through an... (3 pages)View decision -
Decision Reference DRN-3487003
11 Nov 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3487003 The complaint Miss G complains through her representative that AvantCredit of UK, LLC irresponsibly provided her with a high cost loan that she couldn’t afford to repay. What happened AvantCredit provided Miss G with a loan for £1,000 on 6 October 2015 repayable over 36 months ... (3 pages)View decision
