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 634 results
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Decision Reference DRN-2539880
7 May 2021 Aviva Health UK Limited UpheldInsuranceDRN-2539880 The complaint Mr D complains that Aviva Health UK Limited has unfairly classified his condition as chronic. What happened Both parties are aware of the background to this complaint, so I have only provided a brief summary of what happened below. Mr D had access to group private... (4 pages)View decision -
Decision Reference DRN-3575566
14 Jul 2022 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-3575566 The complaint Mr P has complained to Hub Financial Solutions Limited that it caused delays in the application process for buying an annuity and that he has suffered financial loss as a result. What happened Mr P’s employer offered him an enhanced cash equivalent transfer value ... (6 pages)View decision -
Decision Reference DRN-3542292
1 Nov 2023 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3542292 The complaint Miss P complains that Mitsubishi HC Capital UK plc, trading as Hitachi Capital, won’t refund to her the money that she paid for some holiday club membership point rights. Her partner is also involved in her complaint and she’s being represented by a claims managem... (6 pages)View decision -
Decision Reference DRN-2359186
1 Feb 2021 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-2359186 The complaint Mr and Mrs R seek to recover about £46,000 from Al Rayan Bank PLC, which was stolen from their bank account in 2019 as a result of an invoice interception scam. What happened In October 2019, Mr R was looking to buy a property. Following email correspondence with... (6 pages)View decision -
Decision Reference DRN-3902750
7 Mar 2023 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3902750 The complaint Ms C with the assistance of her representative, complains that Liverpool Victoria Insurance Company Limited (LV), has treated her unfairly when considering a claim made on her buildings insurance policy. What happened The background to this complaint is well known... (5 pages)View decision -
Decision Reference DRN6335207
14 Apr 2021 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr and Mrs B say Lloyds Bank PLC, trading at the time C&G, mis-sold them payment protection insurance (“PPI”). To keep things simple, I’ll refer mainly to “Lloyds” in this decision. And although there were two PPI policies sold – if I occasionally mention “policy” I’m referring to both... (10 pages)View decision -
Decision Reference DRN8465088
29 May 2020 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr H complains about delays and changes to the valuation factors used by The Prudential Assurance Company Limited when transferring away from his Retirement Annuity Contract. backgroundThe background to this complaint was set out in my provisional decision, a copy of which is attached and ... (9 pages)View decision -
Decision Reference DRN-5727274
31 Jul 2025 Chic-Kending Ltd UpheldPensions and AnnuitiesDRN-5727274 The complaint Mrs F complains that Chic-Kending Limited trading as Bloomfield Wealth Management provided unsuitable advice to her when it advised her to switch the investments in her Self- Invested Personal Pension (SIPP) from equities to bonds and gilts. She’s experienced f... (9 pages)View decision -
Decision Reference DRN7040024
20 Nov 2020 Westminster Wealth Management LLP Not upheldInvestment and pensionsMr A has complained about the advice he received from Westminster Wealth Management LLP (WWM) to transfer his final salary pension scheme into a new Personal Pension Policy (PPP). He said that he was advised that he no option but to transfer his pension. Mr A also has concerns about being ... (9 pages)View decision -
Decision Reference DRN-4740951
31 Jul 2024 Tailored Retirement & Investment Planning Limited Not upheldPensions and AnnuitiesDRN-4740951 The complaint Mr W complains that advice given by Tailored Retirement & Investment Planning Limited (“TRIP”) to switch his pension to a self-invested personal pension (“SIPP”) wasn’t in his best interests and led to a financial loss. To put things right Mr W wants a ref... (7 pages)View decision
