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 366873 results
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Decision Reference DRN-4820801
29 May 2024 Vision Independent Financial Planning Ltd UpheldInvestmentsDRN-4820801 The complaint Mrs P and Mr P complain that Vision Independent Financial Planning Ltd (‘Vision’) provided incorrect information about the charging structure for an investment bond and that this made the investment unsuitable. Mrs P and Mr P say Vision failed to support them when... (4 pages)View decision -
Decision Reference DRN-4802267
29 May 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4802267 The complaint Mr and Mrs O’s complaint is that First Holiday Finance Limited (‘FHF’) acted unfairly and unreasonably when deciding against paying their claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and turning down their complaint that it was party to an un... (8 pages)View decision -
Decision Reference DRN-4822563
29 May 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4822563 The complaint Miss F complains about Casualty & General Insurance Company (Europe) Ltd’s (“C&G”) decision to decline a pet insurance claim. Any reference to C&G includes the actions of its agents. What happened The circumstances of this complaint are well known to b... (4 pages)View decision -
Decision Reference DRN-4724032
29 May 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4724032 The complaint Mr F has complained that Legal and General Assurance Society Limited (L&G) caused a delay in responding to a request to provide him with quotes to withdraw funds from his pension plan. This caused him financial uncertainty and led to him relocating to another ... (3 pages)View decision -
Decision Reference DRN-4440772
29 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4440772 The complaint Mr F complains that when dealing with a claim on his home insurance policy, Lloyds Bank General Insurance Limited wouldn’t agree to cover all of the repairs that were needed. What happened Mr F made a claim on his policy after an escape of water caused extensive d... (3 pages)View decision -
Decision Reference DRN-4652474
29 May 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4652474 The complaint Mr W complains about the outcome of the review carried out by Pi Financial Ltd (“Pi Financial”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this as the “re... (11 pages)View decision -
Decision Reference DRN-4644762
29 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4644762 The complaint Ms C complains that HSBC UK Bank Plc trading as first direct failed to advise her about the requirement to pay £1,000 into her account to qualify for a switching incentive of £175. As a result she didn't receive the payment. What happened In February 2023, th... (2 pages)View decision -
Decision Reference DRN-4734565
29 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4734565 The complaint Miss R and Mrs R are unhappy that Santander UK Plc restricted their account. What happened Miss R and Mrs R hold a joint bank account with Santander. On 23 November 2023, Miss R received a text message from Santander informing her that her account had been restric... (2 pages)View decision -
Decision Reference DRN-4725468
29 May 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4725468 The complaint Mr A complains that National Westminster Bank Plc failed to update his correspondence address. It sent correspondence to the wrong address and failed to notify him that his mortgage payments had increased. Mr A asks that NatWest compensates him for his additional ... (3 pages)View decision -
Decision Reference DRN-4822333
29 May 2024 PlanHappy Investment Management Limited UpheldPensions and AnnuitiesDRN-4822333 The complaint Mr T complains that he was provided with inaccurate information by PlanHappy Investment Management Limited trading as Joslin Rhodes Pension & Retirement Planning (‘JR’) in relation to his group personal pension plan (‘GPP’). He also complains that JR pressured... (11 pages)View decision
