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 4282 results
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Decision Reference DRN-4317018
26 Oct 2023 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-4317018 The complaint Mr K complains about the administration of his personal pension by Vanguard Asset Management, Ltd (Vanguard). He says he was unable to make a company pension contribution from his limited company because the requirements set out by Vanguard, as part of its verific... (7 pages)View decision -
Decision Reference DRN-3188498
24 Feb 2022 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3188498 The complaint Mr K complains that Phoenix Life Limited failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to a Small Self-Administered Pension Scheme (“SSAS”) in September 2014. What happened Mr K has been assisted in making h... (7 pages)View decision -
Decision Reference DRN-3721078
27 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3721078 The complaint Mr M complains that a car he acquired with finance provided by Oodle Financial Services Limited was mis-sold and of unsatisfactory quality. What happened Mr M acquired this car under a hire purchase agreement (HPA) from Oodle dated 15 July 2021. On (or very shortl... (6 pages)View decision -
Decision Reference DRN-4499097
13 Dec 2023 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4499097 The complaint Mrs B complains about the advice given by Quilter Financial Services Ltd to transfer the benefits from her two defined-benefit (‘DB’) occupational pension schemes to a personal pension and take out a fixed term annuity. She says the advice was unsuitable for her a... (6 pages)View decision -
Decision Reference DRN-5299073
31 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5299073 The complaint Mr R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In January 2023 Mr R entered into a two-year fixed sum loan agreement... (6 pages)View decision -
Decision Reference DRN-3150485
10 Nov 2021 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-3150485 The complaint Mr A says Carnegie Consumer Finance Limited has treated him unfairly in relation to a loan taken to pay for a training course. What happened In early 2017 Mr A contacted a Course Provider to enquire about taking a training course. A representative visited him, an... (6 pages)View decision -
Decision Reference DRN-5323362
20 Feb 2025 The Welfare Dwellings Trust Limited Not upheldMortgagesDRN-5323362 The complaint Ms M complains, on behalf of the estate of her late father Mr R, that The Welfare Dwellings Trust Limited (WDT) is not acting fairly in seeking to recover the amount of a home reversion plan by requiring the sale of the late Mr R’s property. Ms M also complains... (6 pages)View decision -
Decision Reference DRN-3188870
18 Mar 2022 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-3188870 The complaint Mr K complains that Aviva Life & Pensions UK Limited failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to a Small Self-Administered Pension Scheme (“SSAS”) in 2014. What happened Mr K has been assisted in ma... (7 pages)View decision -
Decision Reference DRN-3440672
29 Apr 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3440672 The complaint Ms L, represented by her son Mr C – who is also a named driver on Ms L’s policy – has complained about her motor insurer Watford Insurance Company Europe Limited because, having settled her claim, along with that of another driver, it decided she had misrepresente... (6 pages)View decision -
Decision Reference DRN-4049462
26 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4049462 The complaint A charity, which I’ll refer to as F, complains about how Lloyds Bank PLC handled its request to open a new charity account. Mr Y, a trustee of F, brings the complaint on F's behalf. What happened In November 2021, on behalf of F, Mr Y applied online to open a... (6 pages)View decision
