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-4557742
12 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4557742 The complaint Miss C complains about Advantage Insurance Company Limited’s (Advantage) handling of her claim, following the theft of a catalytic convertor from her car, under her motor insurance policy. What happened In August 2022 Miss C’s catalytic convertor was stolen from h... (5 pages)View decision -
Decision Reference DRN4900522
29 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMrs W says Abana Unipessoal Lda (Abana) gave her unsuitable advice about switching her personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused her to suffer a loss.backgroundMrs W and her husband were re-mortgaging in 2013 and during... (26 pages)View decision -
Decision Reference DRN-4388980
19 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4388980 The complaint Mr P complains that Tandem Personal Loans Limited, trading as Oplo, won’t refund to him the money that he paid for some holiday club membership credits. He’s being represented in his complaint by a claims management company. What happened Mr P’s representative say... (6 pages)View decision -
Decision Reference DRN-3861909
16 Dec 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3861909 The complaint Mr D complains that Punter Southall SIPP Limited, which at the time of his complaint traded as ‘PSFM SIPP’ (PSFM), failed to carry out due diligence checks when accepting his application for a Self-Invested Personal Pension (SIPP) in 2010. He says it didn’t carry ... (17 pages)View decision -
Decision Reference DRN-5261544
16 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5261544 The complaint Mr J has complained about a transfer of his personal pension with Phoenix Life Limited (Phoenix Life) to a small self-administered scheme (SSAS) in January 2014. Mr J’s SSAS was subsequently used to invest in The Resort Group (TRG), an overseas property develop... (16 pages)View decision -
Decision Reference DRN-5170008
5 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5170008 The complaint Mr S has complained about a transfer of his ReAssure Limited personal pension (previously an Old Mutual policy) to a small self-administered scheme (“SSAS”) in December 2014. Mr S’ SSAS was subsequently used to invest in Parkfirst and Storefirst (investments in... (11 pages)View decision -
Decision Reference DRN9581395
9 Feb 2021 Bank of Scotland Plc Not upheldBanking and creditMr G complains that Bank of Scotland plc (BoS) won’t refund several transactions made on his credit card, which he says he didn’t make or authorise. background Mr G’s complaint involves a complicated background with several business and professional relationships relevant to what’s happene... (11 pages)View decision -
Decision Reference DRN-5040596
30 Sep 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5040596 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in February 2015. Mr M’s SSAS was subs... (11 pages)View decision -
Decision Reference DRN-4890836
5 Jul 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4890836 The complaint Mrs R has complained about the transfer of her The Sun Life Mutual Insurance Society Limited (Sun Life) personal pension to a small self-administered scheme (“SSAS”) in December 2014. Mrs R’s SSAS was subsequently used to invest in a commercial overseas property i... (12 pages)View decision -
Decision Reference DRN-5188450
5 Dec 2024 West Bay Insurance Plc UpheldInsuranceDRN-5188450 The complaint Mr W has complained about the way West Bay Insurance Plc handled his claim under his Commercial Vehicle Insurance Policy. He has also complained about what it has offered in settlement of his claim. Any reference to West Bay includes its agents. What happened... (10 pages)View decision
