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
-
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-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-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 DRN8443776
3 Jun 2019 Public Loss Adjusting Group Ltd Not upheldInsurance (excluding PPI)Ms E and Mr N complain about the way that Public Loss Adjusting Group Ltd (PLA) dealt with the management of their insurance claim for fire damage to their home.backgroundIn October 2016 Ms E and Mr N unfortunately had a fire at their home while they were away. W... (7 pages)View decision -
Decision Reference DRN-5518529
30 Apr 2025 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-5518529 The complaint Mr G complains about Caledonian Consumer Finance Ltd’s (Caledonian) response to his claim that a training course he purchased using a fixed sum loan from it was mis-sold to him. What happened In October 2019 Mr G bought a training course from a supplier I’ll ca... (7 pages)View decision -
Decision Reference DRN-2977661
18 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2977661 The complaint Mr T, as the executor for the late Mrs T’s estate. Complains against Lloyds Bank PLC as it won’t refund money Mrs T lost when she fell victim to an investment scam. I’ll refer mainly to Mr T throughout, as he is the lead party bringing the complaint and whom we ha... (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-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 -
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-3133099
13 Jan 2022 Legal and General Assurance Society Limited Not upheldInvestmentsDRN-3133099 The complaint Mr and Mrs C complain that Legal and General Assurance Society Limited unreasonably refused to consider a critical illness claim made under their joint term assurance policy, and instead cancelled Mrs C’s cover altogether. To resolve their complaint, Mr and Mrs C ... (6 pages)View decision