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 DRN8782784
30 Mar 2019 Legal and General Assurance Society Limited UpheldInsurance (excluding PPI)Mr G complains about the decision by Legal and General Assurance Society Limited (L&G) to terminate his income protection claim. backgroundMr G held income protection cover through his employer’s group scheme. He stopped working in his occupation (in a senior manageme... (10 pages)View decision -
Decision Reference DRN-5204400
11 Dec 2024 Idealing.com Limited UpheldInvestmentsDRN-5204400 The complaint Mr R complains Idealing.com Limited (“iDealing”) misled him about how changes to its coverage of Euronext securities would affect him. Background Mr R had an account with iDealing, holding various shares or securities. His complaint relates to a change iDealin... (9 pages)View decision -
Decision Reference DRN5093079
16 Oct 2017 Elevate Portfolio Services Limited Not upheldInvestment and pensionsMs H and Mrs B are unhappy with the way Elevate Portfolio Services Limited handled their father’s (Mr H) portfolio between his death and its distribution to his beneficiaries as it appears to have lost value when it shouldn’t have. They are also unhappy with the way E... (10 pages)View decision -
Decision Reference DRN-5200072
5 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5200072 The complaint Mr R has complained about the actions of Phoenix Life Limited (“Phoenix”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that now has a nil value meaning... (11 pages)View decision -
Decision Reference DRN6162284
30 Mar 2019 Strathearn Insurance Services Limited UpheldInsurance (excluding PPI)Business G’s complaint is about a key facts document (“KFD”) produced by Strathearn Insurance Services Limited (SISL) in relation to insurance provided as part of an investment it made. In summary, Business G says it relied on the KFD, which SISL provided as part ... (12 pages)View decision -
Decision Reference DRN3379388
29 Mar 2019 Strathearn Insurance Services Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about a “key facts” document produced by Strathearn Insurance Services Limited (“SISL”) in relation to insurance provided as part of an investment he made. In summary, Mr B says that SISL failed to disclose material information and provide approp... (12 pages)View decision -
Decision Reference DRN-5012547
10 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5012547 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Phoenix Life Limited (Phoenix Life) personal pensions (formerly Abbey Life) to a small self- administered scheme (SSAS) in December 2014 and April 2015, respectively. M... (10 pages)View decision -
Decision Reference DRN2741855
17 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms C’s complaint is about the handling of a central heating and gas appliance insurance policy with British Gas Insurance Limited. background I issued a provisional decision on this matter in October 2020, part of which is copied below: “Ms C has held a policy with British Gas for some yea... (10 pages)View decision -
Decision Reference DRN-4865567
4 Jul 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4865567 The complaint Mr B has complained about a transfer of their personal pension, with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in June 2014. Mr B’s SSAS was subsequently used to invest in an overseas property inves... (11 pages)View decision -
Decision Reference DRN-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 pages)View decision
