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 4385 results
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Decision Reference DRN9269887
8 Jun 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy that Ageas Insurance Limited has refused to meet a claim under his legal expenses insurance policy. Ageas used agents to handle the claim on its behalf. All references to Ageas in this decision include reference to these agents. backgroundMr B was ... (4 pages)View decision -
Decision Reference DRN1935279
13 Jul 2016 Temple Finance Limited UpheldBanking and creditMrs C complains that an electrical appliance she acquired under a hire purchase agreement financed by Temple Finance Limited (Temple) was of unsatisfactory quality.backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional de... (5 pages)View decision -
Decision Reference DRN2160178
11 May 2016 Debitum Limited UpheldBanking and creditMrs D complains that the debt plan she took through Debitum Limited was mis-sold and not administered properly. backgroundMrs D took a debt plan with Debitum in January 2011. She says that, at the time, she was steadily repaying her debts but that the Debitum represent... (2 pages)View decision -
Decision Reference DRN4320515
22 May 2017 Lloyds Bank PLC Not upheldBanking and creditThis complaint relates to accounts that were held by the late Mr F, and is brought by the representatives of his estate. The representatives complain that Lloyds Bank PLC failed in its duty of care to prevent Mr F from being defrauded by a third party.backgroundTh... (5 pages)View decision -
Decision Reference DRN1219352
29 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr and Mrs B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA did not provi... (6 pages)View decision -
Decision Reference DRN-2711608
10 May 2021 Helm Godfrey Partners Ltd Not upheldPensions and AnnuitiesDRN-2711608 The complaint Mr R says Helm Godfrey Partners Ltd (HGP) gave him unsuitable advice about his pension arrangements which has resulted in financial detriment. Mr R is represented in his case by Mac Fin Consulting Ltd. What happened Mr R had been a client of HGP since 2006, when h... (7 pages)View decision -
Decision Reference DRN-5157945
19 May 2025 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-5157945 The complaint Mr P has complained about delays caused by abrdn Fund Managers Limited (“abrdn”) in releasing the sale proceeds from investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in annuity payments being m... (5 pages)View decision -
Decision Reference DRN3988290
16 Oct 2015 Wescot Credit Services Limited UpheldBanking and creditMr B complains that Wescot Credit Services Limited has failed to provide documentation about a debt it is trying to recover from him on behalf of the debt owner. He also complains about information registered about the debt on his credit file. background Wescot was ... (2 pages)View decision -
Decision Reference DRN-3711838
16 Nov 2022 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-3711838 The complaint Mr B is complaining about delays in transferring his individual savings account (ISA), self- invested pension plan (SIPP) and trading account from Hargreaves Lansdown Asset Management (HLAM) to another provider (Company A). What happened In late April 2021, Mr B w... (4 pages)View decision -
Decision Reference DRN-3464216
5 May 2022 Arrow Global Limited UpheldConsumer CreditDRN-3464216 The complaint Miss H has complained that Arrow Global Limited defaulted her account after writing to the wrong address. What happened This complaint surrounds a credit card account. Miss H had been in a payment plan with the original creditor since 2011, which she had kept up w... (4 pages)View decision
