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 365360 results
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Decision Reference DRN-4795098
8 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4795098 The complaint Mr C complains about the service he received from Phoenix Life Limited (‘Phoenix’) in relation to his self-invested personal pension (‘SIPP’). He complains about the administration of his SIPP as well as problems he experienced obtaining information about it. M... (9 pages)View decision -
Decision Reference DRN-5026213
8 Nov 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5026213 The complaint Mr P and Ms S complain that Great Lakes Insurance SE unfairly declined a claim they made on their property insurance policy. Reference to Great Lakes includes its agents. What happened Mr P and Ms S hold a property insurance policy with Great Lakes. They decide... (2 pages)View decision -
Decision Reference DRN-5029938
8 Nov 2024 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5029938 The complaint J, a limited company, complains that Stripe Payments UK Ltd closed their account without any notice. They believe it was discriminatory to do so and would like the account restored. J is represented by the director, Mr T. What happened In March 2024 J opened ... (2 pages)View decision -
Decision Reference DRN-5134914
8 Nov 2024 BSMART Finance Limited UpheldMortgagesDRN-5134914 The complaint This decision follows my decision dated 7 November 2024 in which I explained which parts of the complaint the Financial Ombudsman Service is able to consider. Miss C’s complaint is about advice and customer service provided by BSMART Finance Limited in relatio... (5 pages)View decision -
Decision Reference DRN-5134753
8 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5134753 The complaint Mr O complains about Watford Insurance Company Europe Limited’s (Watford) decision to avoid his policy following a claim he made. What happened Mr O held a motor insurance policy underwritten by Watford. He made a claim in August 2023 after his car was stolen.... (5 pages)View decision -
Decision Reference DRN-4934429
8 Nov 2024 Succession Wealth Management Ltd Not upheldInvestmentsDRN-4934429 The complaint Miss B has complained about the service she received from Succession Wealth Management Ltd, trading as Succession Wealth (‘SW’), and the way her portfolio was handled. As a result of her experience Miss B says she feels damaged, vulnerable and reticent about pu... (10 pages)View decision -
Decision Reference DRN-4884152
8 Nov 2024 EPOS NOW (UK) LTD UpheldBanking and PaymentsDRN-4884152 The complaint A company, which I’ll refer to as T, complain that it received poor service from EPOS NOW (UK) LTD (Epos Now). In particular, T says Epos Now failed to properly record its transactions and delayed handing over payments to which it was entitled. In bringing this... (4 pages)View decision -
Decision Reference DRN-5130268
8 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5130268 The complaint Mr C has complained on behalf of L, a limited company, about the amount HCC International Insurance Company Plc, trading as Tokio Marine HCC, has offered to settle a claim made on their buildings insurance policy. Reference to HCC includes its representatives ... (5 pages)View decision -
Decision Reference DRN-5076048
8 Nov 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-5076048 The complaint Mrs S complains that Tesco Personal Finance PLC did not explain the consequences of putting her loan repayments on hold and provided poor customer service. What happened Mrs S says Tesco agreed to put her loan repayments on hold when she became the carer for h... (3 pages)View decision -
Decision Reference DRN-5111901
8 Nov 2024 HiFX Europe Limited UpheldBanking and PaymentsDRN-5111901 The complaint Mr D is unhappy with HiFX Europe Limited trading as XE. Mr D used XE to transfer a large amount of Australian dollars for conversion into British pounds. But the transfer didn’t go through. The money appeared to be missing for a period of time until it ended up... (3 pages)View decision
