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 128312 results
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Decision Reference DRN-3925490
25 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3925490 The complaint Miss J complains about difficulties she experienced when attempting to make a claim on her Home Insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Miss J arranged for her home insurance cover with RSA to be transferred to her n... (4 pages)View decision -
Decision Reference DRN-3910216
25 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3910216 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money removed access to his online facility which meant he was unable to manage his credit card. What happened Mr M had a credit card with Virgin Money and it contacted him in March 2020 to advise the accou... (3 pages)View decision -
Decision Reference DRN-3781849
25 Jan 2023 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3781849 The complaint Mr and Mrs W complain about fees that Southern Pacific Mortgage Limited (SPML) has added to their mortgage. They say they have been overcharged. What happened Mr and Mrs W took out their mortgage in 2004, through a broker. They borrowed £124,000 plus fees, on a ca... (3 pages)View decision -
Decision Reference DRN-3628235
25 Jan 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3628235 The complaint Mr D complains about the advice given by D C Financial Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has c... (13 pages)View decision -
Decision Reference DRN-3707978
25 Jan 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3707978 The complaint Mrs C says Aviva Life & Pensions UK Limited (Aviva Life), trading as Colonial Mutual, gave her unsuitable advice in 1992 to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan instead of informing her about the option to buy added years fr... (4 pages)View decision -
Decision Reference DRN-3505510
25 Jan 2023 Conister Bank Limited UpheldConsumer CreditDRN-3505510 The complaint Mr T complains about the quality of a car he acquired through a hire purchase agreement financed by Conister Bank Limited (Conister). A third party has handled Mr T’s complaint on behalf of Conister, I’ll refer to them as M. What happened In December 2018 Mr T acq... (6 pages)View decision -
Decision Reference DRN-3197784
25 Jan 2023 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3197784 The complaint Mr W complains about the advice given by Mulberry Wealth Management Limited (‘Mulberry’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme. Mr W sa... (15 pages)View decision -
Decision Reference DRN-3879622
25 Jan 2023 HSBC UK Bank Plc UpheldMortgagesDRN-3879622 The complaint Mr and Mrs E have complained that HSBC Bank UK Plc debited £872.72 from their current account on 23 May 2022, but didn’t return this until 10 June 2022. Mr E, who has dealt with the complaint throughout, has explained that this had a devastating impact on the fami... (4 pages)View decision -
Decision Reference DRN-3833053
25 Jan 2023 Sesame Limited UpheldPensions and AnnuitiesDRN-3833053 The complaint Mr W says Hansam Callum & Co, an appointed representative of IFA Network Limited, which was taken into Sesame Limited, is responsible for unsuitable advice to transfer his defined benefit (DB) pension into a personal pension. He says this has caused him financ... (7 pages)View decision -
Decision Reference DRN-3870044
25 Jan 2023 Vitality Health Limited UpheldInsuranceDRN-3870044 The complaint Miss W complains about Vitality Health Limited’s handling of her private medical insurance claim. Miss W is represented in this complaint by Ms S. What happened On 27 August 2021 Miss W made a claim under the policy for a gynaecological condition. A few weeks late... (3 pages)View decision