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-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-4697158
22 Mar 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4697158 The complaint Mr R complains that The Royal London Mutual Insurance Society Limited (Royal London) didn’t carry out adequate checks regarding a pension transfer to a small self-administered pension scheme (SSAS). Mr R then made investments into high risk and unregulated schemes... (15 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 -
Decision Reference DRN-4874978
5 Jul 2024 Black Horse Limited UpheldConsumer CreditDRN-4874978 The complaint Miss C complains about the quality of car she acquired under a hire purchase agreement (“agreement”) with Black Horse Limited trading as Land Rover Financial Services (“LRFS”). What happened In June 2021 Miss C entered into an agreement with LRFS for a new car cos... (9 pages)View decision -
Decision Reference DRN-5257850
16 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5257850 The complaint Mr R has complained about a transfer of his ReAssure Limited personal pension to a small self-administered scheme (SSAS) in March 2014. Mr R’s SSAS was subsequently used to invest in Store First Limited, which offered storage pods on industrial sites. The inves... (13 pages)View decision -
Decision Reference DRN-4838876
17 Jun 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4838876 The complaint Mrs S complains that she was mis-sold two investments by Equity for Growth (Securities) Limited (EforG). She says she has suffered a financial loss and wants her money returned. What happened In August 2018, Mrs S invested £10,000 into MIX Ltd loan notes. The loa... (17 pages)View decision -
Decision Reference DRN-5050619
29 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5050619 The complaint Mr E has complained about a transfer of his personal pension policies with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in July 2014. Mr E’s SSAS was subsequently used to invest in The Resort Group ... (14 pages)View decision -
Decision Reference DRN-4331717
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4331717 The complaint Mr H complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) provided poor service to him and delayed the transfer of his pension to another provider. He suffered financial loss as a result. What happened Mr H was a member o... (16 pages)View decision
