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
-
Decision Reference DRN-5341171
24 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5341171 The complaint Mr T has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (SSAS) in December 2014. Mr T’s SSAS was subsequently used to invest in a fractional ownership ... (10 pages)View decision -
Decision Reference DRN-3188270
30 Mar 2022 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-3188270 The complaint Mr R through a claims management company (CMC) has complained that ReAssure Life Limited (ReAssure) allowed him to transfer his personal pension to an overseas scheme when it shouldn’t have done. He believes that ReAssure didn’t carry out the required due diligenc... (10 pages)View decision -
Decision Reference DRN-5182265
2 Dec 2024 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5182265 The complaint Mr H has complained about a transfer of his personal pensions which were administered by Capita Life & Pensions Regulated Services Limited to a small self-administered scheme (SSAS 1 ) in June 2014. Mr H’s SSAS was subsequently used to invest in an overseas... (10 pages)View decision -
Decision Reference DRN1836197
11 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs M complains about various accounts that she has or had with Barclays Bank Plc but does not recognise, which she thinks the bank allowed her ex-husband to open fraudulently, and about related issues.backgroundIn 2016, Mrs M had cause to speak to Barclays about... (4 pages)View decision -
Decision Reference DRN-4744918
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4744918 The complaint Mrs P complains that esure Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2016. Mrs P’s mother had owned the car. On her passing, Mrs P inherited the... (6 pages)View decision -
Decision Reference DRN4371697
25 Oct 2017 Red Sands Insurance Company (Europe) Limited UpheldInsurance (excluding PPI)Miss D complains that Red Sands Insurance Company (Europe) Limited didn’t pay her pet insurance claim and it added exclusions to her policy.My references to Red Sands include its agent.backgroundFrom August to November 2016 Miss D’s cat was treated for ‘possible viral... (5 pages)View decision -
Decision Reference DRN-4890738
20 Aug 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4890738 The complaint Mr K complains that a car supplied to him by Toyota Financial Services (UK) PLC (“TFS”) was misrepresented. What happened Mr K acquired a used car under a 49 month hire purchase agreement with TFS in August 2022. The car cost around £24,343. Mr K made a cash de... (4 pages)View decision -
Decision Reference DRN-3887840
18 Jan 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-3887840 The complaint Mr J has complained that Domestic & General Insurance Plc (‘D&G’) declined cover under his home appliance insurance policy. What happened Mr J registered his kitchen appliances to include a cooker hood with D&G in October 2021. He understood that they ... (4 pages)View decision -
Decision Reference DRN-4161106
1 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4161106 The complaint Mr E has complained about his car insurer Royal & Sun Alliance Insurance Limited (RSA) in respect of a renewal premium charged when he changed his car. RSA’s trade name in the contract it has with Mr E is different. But RSA underwrites the policy and so is res... (4 pages)View decision -
Decision Reference DRN-4525752
12 Mar 2024 Paragon Bank Plc Not upheldInvestmentsDRN-4525752 The complaint Mr S complains that Paragon Bank Plc (“Paragon”) failed to request the transfer of his ISA savings from another provider in a timely manner. What happened Mr S held an ISA with a firm that I will call H. He decided to transfer his ISA monies from H to Paragon in J... (4 pages)View decision
