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 4790 results
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Decision Reference DRN-5131564
18 Nov 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5131564 The complaint Miss B has complained, through her representatives, that Scottish Equitable Plc trading as Aegon undertook insufficient due diligence when transferring her personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Miss B’s QRO... (6 pages)View decision -
Decision Reference DRN-2536144
23 Mar 2021 Abbey Insurance Brokers Ltd Not upheldInsuranceDRN-2536144 The complaint Ms B is unhappy she wasn’t told that the broker (BL) she used to arrange her property insurance policy was a trading name of Abbey Insurance Brokers Ltd (AIB). Nor was she told the business providing the insurance policy (P) was part of the same financial group as... (6 pages)View decision -
Decision Reference DRN-4254109
21 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4254109 The complaint Ms J complains that, after she’d requested a full withdrawal of funds held in a pension with ReAssure Ltd, they’d taken too long to make a payment to her. What happened Ms J had a personal pension with ReAssure. In May 2021, she approached them to withdraw the ful... (5 pages)View decision -
Decision Reference DRN-4118565
9 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4118565 The complaint Mrs R complains that she was unable to access her HSBC UK Bank Plc online banking for nearly a month and she received poor customer service from them. What happened Mrs R says that she was unable to access her online banking from 10 August-5 September 2022. As she... (5 pages)View decision -
Decision Reference DRN-3567977
13 Sep 2022 First Holiday Finance Ltd Not upheldConsumer CreditDRN-3567977 The complaint Mr C complains that First Holiday Finance Ltd has made an unfair claims decision under the Consumer Credit Act 1974 (CCA). What happened Mr C and the late Mrs C purchased a timeshare product from Business X in September 2011. The timeshare was part funded with a l... (6 pages)View decision -
Decision Reference DRN-4986534
18 Sep 2024 Fortrade Limited UpheldInvestmentsDRN-4986534 The complaint Mr H complains Fortrade Limited (“Fortrade”) is at fault for losses he suffered on his Fortrade trading account. Mr H complains Fortrade didn’t give him enough training on how to trade on the account. He also complains he was pressured to trade more and add mor... (6 pages)View decision -
Decision Reference DRN6679217
15 Jul 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr R says Abana Unipessoal Lda (Abana) gave him unsuitable advice about switching his personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundIn 2013 Mr R was approached by Mr F2, who represented himsel... (28 pages)View decision -
Decision Reference DRN-3472981
11 May 2022 Zurich Insurance PLC UpheldInsuranceDRN-3472981 The complaint Mr M is unhappy with Zurich Insurance PLC’s (Zurich) handling and settlement of a claim made under his commercial landlord property insurance policy. What happened Mr M owns a property which he lets out to tenants. In March 2014, damp and water ingress was reporte... (7 pages)View decision -
Decision Reference DRN-5335916
21 Feb 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5335916 The complaint Mr and Mrs F complain that Equiniti Financial Services Limited (‘EFS’) will only send the proceeds from a recent share sale to them in a cheque, which they say that they have no means of banking because of where they reside. Mr and Mrs F would now like EFS to r... (6 pages)View decision -
Decision Reference DRN-6050318
31 Dec 2025 Charteris Treasury Portfolio Managers Limited Not upheldPensions and AnnuitiesDRN-6050318 The complaint Mrs T complains that Charteris Treasury Portfolio Managers Limited (‘CTPM’) continued to charge her fees after she removed its discretionary management permissions on her accounts. What happened Mrs T held investments within a Pension Account, an Individual Sav... (6 pages)View decision