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 4393 results
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Decision Reference DRN-2862422
9 Jun 2021 Society of Lloyd's Not upheldInsuranceDRN-2862422 The complaint Mr K complained because an insurer at the Society of Lloyd’s (I’ll refer to Lloyd’s for ease) declined his motor insurance claim. What happened Mr K bought a car for £22,991. According to the sales invoice Mr K was the buyer and payment was made up as £3,000 cash;... (4 pages)View decision -
Decision Reference DRN-3484861
18 May 2022 RCI Financial Services Limited Not upheldConsumer CreditDRN-3484861 The complaint Mr S complains that RCI Financial Services Limited (“RCI”), in the way it set up his hire purchase agreement (“agreement”) and then administered and managed it, has caused him a loss for which he would like to be compensated. What happened RCI considered Mr S’ com... (5 pages)View decision -
Decision Reference DRN5943579
11 Feb 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance (PPI) policy taken out in August 2007 in connection with a personal loan. The policy was taken out following a telephone call between Mrs B and HSBC Bank Plc (hereafter referred to as HSBC), and Mrs B says it was mis-... (4 pages)View decision -
Decision Reference DRN-4604950
7 Feb 2024 Link Market Services Trustees Limited Not upheldInvestmentsDRN-4604950 The complaint Mr G’s complaint about Link Market Services Trustees Limited (‘LMSTL’) concerns a share consolidation exercise carried out by a company Mr G held shares in. Mr G is unhappy about the consolidation exercise itself, which he says is unfair because he lost money. Mr ... (4 pages)View decision -
Decision Reference DRN-2773198
22 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2773198 Complaint Mr J says The Royal Bank of Scotland Plc (“RBS”) mis-sold him a payment protection insurance (“PPI”) policy Background Mr J completed a leaflet application for a credit card in 2006. The PPI began at the same time as the credit card was taken out. Our adjudicator didn... (4 pages)View decision -
Decision Reference DRN5429616
26 Feb 2021 Tavistock Private Client Limited Not upheldInvestment and pensionsComplaint Mr H complains about the delay over the transfer of his occupational pension scheme (OPS) to a Self-Invested Personal Pension (SIPP), which resulted in his OPS paying a lower Cash Equivalent Transfer Value (CETV) than the one he had been originally quoted. Tavistock Private Clien... (4 pages)View decision -
Decision Reference DRN1366881
23 Oct 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr L has complained that Hastings Insurance Services Ltd asked him for documents after he bought his motor policy with it which he didn’t think was reasonable.backgroundMr L bought his motor policy online with Hastings in February. A month later it asked him to send... (4 pages)View decision -
Decision Reference DRN-5128289
20 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5128289 The complaint Mr T complains that St. James's Place Wealth Management Plc (SJP) are responsible for a reduction in the value of his pension fund, due to the charges they’ve applied and their fund performance. He also complained they didn’t make him aware they only inves... (4 pages)View decision -
Decision Reference DRN3579627
23 Nov 2016 Scottish Equitable Plc Not upheldInvestment and pensionsMr S is unhappy with how Scottish Equitable plc (Aegon) handled the transfer from his Capped Drawdown (CD) plan to a Flexi Drawdown (FD) plan.backgroundMr S took a regular income from his CD plan with Aegon. Following pension freedoms legislation Mr S wanted to take ... (4 pages)View decision -
Decision Reference DRN-3353753
28 Mar 2022 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-3353753 The complaint Ms E is unhappy Chase de Vere Independent Financial Advisers Limited (Chase de Vere) charged her for new advice on existing investments as this isn’t something she agreed or knew about. Additionally, she’s unhappy she didn’t receive income from investment funds wh... (8 pages)View decision
