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 4269 results
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Decision Reference DRN-2454903
16 Apr 2021 Soteria Insurance Limited UpheldInsuranceDRN-2454903 The complaint Mr H complains that Soteria Insurance Limited unfairly cancelled his motor insurance policy. Mr H is represented in this matter by his father, a named driver on his policy. What happened Soteria contacted Mr H to ask him about an incident that had been notified by... (4 pages)View decision -
Decision Reference DRN4626961
28 Mar 2018 Suffolk Life Pensions Limited UpheldInvestment and pensionsMr J has complained to Suffolk Life Pensions Limited about the delay in transferring his Self- Invested Personal Pension (SIPP). He’s also unhappy he’s been charged an annual fee and drawdown fee.background Mr J has a SIPP with a provider (from herein referred to as E) ... (4 pages)View decision -
Decision Reference DRN-3678604
16 Sep 2022 MD Insurance Services Limited UpheldInsuranceDRN-3678604 The complaint G complain that MD Insurance Services Limited unfairly withdrew an offer to provide a buildings warranty for a new build property they had developed. What happened The background to the complaint is well known to both parties, so I’ll provide only a brief summary ... (5 pages)View decision -
Decision Reference DRN-4092606
21 Apr 2023 Oasis Motor Finance Limited UpheldConsumer CreditDRN-4092606 The complaint Ms H complains that a car she acquired with credit from Oasis Motor Finance Limited wasn’t of satisfactory quality. Marsh FM LLP, a part of Marsh Finance Ltd, are the company administrating Ms H’s account on behalf of Oasis Motor Finance Limited. As Ms H has been ... (4 pages)View decision -
Decision Reference DRN2869199
13 Jun 2019 Whitehead Group Limited UpheldInvestment and pensionsMiss A complains that advice from Whitehead Group Limited (‘Whitehead’) to transfer her final salary occupational pension (“OPS”) benefits to a personal pension plan (‘PPP’) in 1994 was not reviewed as part of the industry-wide pensions review directed by the then indu... (5 pages)View decision -
Decision Reference DRN-3491866
7 Jun 2022 Standard Life Assurance Limited Not upheldInvestmentsDRN-3491866 The complaint Mr P complains that Standard Life Assurance Limited won’t consider a claim under a term assurance policy he held with his late wife. What happened Mr and Mrs P met with an independent financial adviser (‘IFA’) in 1999 and agreed to take out the Standard Life polic... (4 pages)View decision -
Decision Reference DRN-3802234
30 Jun 2023 MoneyGram International Limited Not upheldBanking and PaymentsDRN-3802234 The complaint Mrs J complains that MoneyGram International Limited (MoneyGram) won’t refund the money she lost after falling victim to an investment scam. What happened Mrs J was the victim of a scam in which she was told she was investing in a trading platform making trades in... (5 pages)View decision -
Decision Reference DRN-4455998
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4455998 The complaint Ms T complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into her self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN9851200
23 Jan 2018 Arnold Clark Automobiles Limited Not upheldBanking and creditMrs M has complained that Arnold Clark Automobiles Limited (Arnold Clark) mis-sold her a personal loan.backgroundMrs M and her daughter (A) went to Arnold Clark in order to get a car on finance. Mrs M says she was under the impression that she was only going to b... (4 pages)View decision -
Decision Reference DRN-3029146
14 Sep 2021 Bank of Scotland Plc Not upheldInsuranceDRN-3029146 The complaint This complaint is about a credit card payment protection insurance (‘PPI’) policy taken out in 1998. Mr S says Bank of Scotland Plc (‘BoS’) mis-sold him PPI. What happened The background and circumstances leading up to this complaint, which includes Mr S’s circums... (4 pages)View decision
