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 652 results
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Decision Reference DRN1874082
6 Jun 2014 Towry Limited Not upheldInvestment and pensionsMrs H complains about advice she was given by Towry Limited in 2010.She says that: She was introduced to Towry and Towry just assumed it was instructed. She was not given a choice of financial advisers. She feels the money was just taken from her and matters were not explained to ... (4 pages)View decision -
Decision Reference DRN-3696150
12 Sep 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3696150 The complaint Mr N complained that Aviva Life & Pensions UK Limited (“Aviva”) declined his terminal illness benefit claim. Mr N is represented in making this complaint but, for ease, I’ll refer to all actions and comments as those of Mr N. What happened Mr N took out a leve... (3 pages)View decision -
Decision Reference DRN-4170731
24 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4170731 The complaint Mrs A and Mr M complain that Vacation Finance Limited won’t refund to them the money that they paid for a holiday club membership. They’re being represented in their complaint by a legal adviser. What happened Mrs A and Mr M entered into a membership application a... (6 pages)View decision -
Decision Reference DRN-3613368
6 Nov 2023 Diamond Resorts Financial Services Limited Not upheldConsumer CreditDRN-3613368 The complaint Mr F complains that Diamond Resorts Financial Services Limited has rejected the claims that he’s made under the Consumer Credit Act 1974. His wife is also involved in his complaint and he’s being represented by a claims management company. What happened Mr F and h... (5 pages)View decision -
Decision Reference DRN6514636
13 Apr 2017 The Student Support Centre Limited UpheldBanking and creditMr S complains that The Student Support Centre Limited (SSC) mis-sold educational materials and support services for his two children, and a loan to finance these which was unaffordable. He is represented in bringing this complaint by his daughter, Mrs L.backgroundMr ... (4 pages)View decision -
Decision Reference DRN-3497684
18 Oct 2022 GE Money Consumer Lending Limited Not upheldConsumer CreditDRN-3497684 The complaint Mr H and Miss P complain that GE Money Consumer Lending Limited has rejected the claims that they’ve made under the Consumer Credit Act 1974. Mr H and Miss P are being helped with their complaint by a claim management company. What happened Mr H and Miss P entered... (5 pages)View decision -
Decision Reference DRN-4953098
18 Nov 2024 Allianz Insurance Plc UpheldInsuranceDRN-4953098 The complaint Mr and Mrs B complain about the way Allianz Insurance Plc handled a claim for subsidence under a buildings insurance policy. What happened The background to this longstanding claim and subsequent complaint is well-known to all parties, so I won’t repeat it agai... (3 pages)View decision -
Decision Reference DRN6921126
16 Nov 2015 NRAM plc Not upheldBanking and creditMs M complains that NRAM Plc (“NRAM”) acted on an instruction from her solicitor withouther consent. She says NRAM’s customer service was poor.background Ms M owns a property in Scotland mortgaged with NRAM. In June 2012 she tried to sell itand engaged a solicitor to ... (4 pages)View decision -
Decision Reference DRN6314915
23 Mar 2016 Legal and General Assurance Society Limited UpheldInvestment and pensions1 complaintMrs G’s complaint is about her personal pension plan and the advice she was given by Legal & General Assurance Society Limited (‘Legal & General’) to contract-out of the State Earnings Related Pension Scheme (‘SERPS’). In particular, she has concerns ... (6 pages)View decision -
Decision Reference DRN-5207289
22 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5207289 The complaint Mr B complains that Advantage Insurance Company Limited settled his motorcycle theft claim on a proportional basis. What happened Mr B took out an insurance policy with Advantage to insure his motorcycle in September 2023. In March 2024, his motorcycle was unf... (5 pages)View decision