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-3732107
6 Oct 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3732107 The complaint Mr B complained about how ReAssure Limited dealt with a fund switch request and the transfer value paid when he transferred his pension to a new provider. What happened I issued a provisional decision on 15 September 2022. I set out the background and my provision... (7 pages)View decision -
Decision Reference DRN-4586552
29 Jan 2024 Evelyn Partners Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4586552 The complaint Mr G complains Evelyn Partners Financial Planning Limited trading as Smith & Williamson caused unreasonable delays when switching his stocks and shares Individual Savings Account (ISA) and his self-invested personal pension (SIPP), resulting in a financial los... (7 pages)View decision -
Decision Reference DRN-4544819
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4544819 The complaint Ms B complains about how esure Insurance Limited (esure), handled a claim under her home insurance policy for damage to her property caused by an escape of water. Any reference to esure in this decision includes their agents. What happened The sequence of events i... (7 pages)View decision -
Decision Reference DRN-4214625
28 Jun 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4214625 The complaint Mr B1 and Mr B2 have complained that their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), refused to indemnify them after Mr B1 was involved in an accident. Mr B1 is the main driver on the policy and Mr B2 is a named driver. For ease I will refe... (6 pages)View decision -
Decision Reference DRN-3293575
18 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3293575 The complaint Mr M complains about finance he took out with Santander UK Plc (“Santander”). What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this year. To make this decision easier to re... (7 pages)View decision -
Decision Reference DRN-5018661
25 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5018661 The complaint Mr M has complained about a transfer of their Scottish Equitable Plc trading as Aegon personal pension to a Greyfriars Self Invested Personal Pension (SIPP) in April 2014. Mr M says he was initially offered a free review of his pension which led to an introduct... (7 pages)View decision -
Decision Reference DRN0010376
26 Aug 2020 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain that Lloyds Bank General Insurance Limited unfairly declined their home insurance claim for subsidence damage.backgroundMr and Mrs B reported a claim in November 2016, for damage to their two-storey extension and conservatory. Mr and Mrs B bought the property in about... (9 pages)View decision -
Decision Reference DRN0834874
3 Feb 2021 FirstRand Bank Limited UpheldBanking and creditMr H complains about the quality of car he acquired under a hire purchase (“HP”) agreement with FirstRand Bank Limited (“FirstRand”). background Mr H acquired a car costing £17,995 in March 2018. He part exchanged an existing car for £4,000 and paid a further cash deposit of £6,000. The ba... (9 pages)View decision -
Decision Reference DRN7632803
3 Mar 2021 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs S says Bank of Scotland Plc mis-sold her a payment protection insurance (“PPI”) policy. background and summary to complaint Mrs S bought the policy in 2001 at the same time as taking out a credit card. She applied for the credit card and PPI policy through the post. At the time, Mrs S ... (8 pages)View decision -
Decision Reference DRN-3402216
31 Mar 2022 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3402216 The complaint Miss E complains that ReAssure Limited (“ReAssure”) failed to carry out sufficient due diligence activities when she asked to transfer some pension savings to a Small Self-Administered Pension Scheme (“SSAS”) in September 2014. What happened Miss E has been assist... (7 pages)View decision
