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-4587832
19 Mar 2024 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-4587832 The complaint Mr M has complained that CST Wealth Management Limited (CST) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Self Invested Personal Pension (SIPP). What happene... (13 pages)View decision -
Decision Reference DRN-4692131
19 Mar 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4692131 The complaint Mr W complains that Astrenska Insurance Limited (“Astrenska”) have charged him for the use of specialist equipment when recovering his car under his roadside assistance policy. What happened Mr W says the battery of his car was flat so, as the parking brake releas... (4 pages)View decision -
Decision Reference DRN-4073349
19 Mar 2024 Affinity Financial Awareness Limited Not upheldInvestmentsDRN-4073349 The complaint Mr and Mrs S complain that Affinity Financial Awareness Limited (“Affinity”) didn’t provide them with agreed three yearly reviews of their investments. They also say they received poor service when they complained. Although Affinity refunded its on-going fees, Mr ... (4 pages)View decision -
Decision Reference DRN-4454001
19 Mar 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4454001 The complaint Mrs B is unhappy with the quality of the truck she acquired under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance (Oodle). When I refer to what Mrs B and Oodle have said, it should also be taken to include things said o... (5 pages)View decision -
Decision Reference DRN-4563663
19 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4563663 The complaint Mr B is complaining about Moneybarn No.1 Limited. He says they shouldn’t have lent to him as the loan was unaffordable. A representative has raised the complaint on Mr B’s behalf but for ease I’ve written as if we’ve dealt directly with Mr B. What happened In Aug... (3 pages)View decision -
Decision Reference DRN-4398214
19 Mar 2024 KIRBY THOMAS & CO (IFA) LTD Not upheldPensions and AnnuitiesDRN-4398214 The complaint Mrs M complains about the suitability of the advice provided by Kirby Thomas & Co (IFA) Ltd (“Kirby Thomas”) to secure a lifetime annuity rather than a fixed term annuity (“FTA”). She also complains that Kirby Thomas failed to advise her regarding the manageme... (8 pages)View decision -
Decision Reference DRN-4640279
19 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4640279 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He also says that a default was unfairly applied to his account and NewDay didn’t correctly handle his previous complaints regarding a change of address and access to his accou... (3 pages)View decision -
Decision Reference DRN-4692323
19 Mar 2024 Albert Goodman Financial Planning Limited UpheldInvestmentsDRN-4692323 The complaint Mr H1 and Mr H2, on behalf of the estate of Mrs H, complain about delays that occurred during the surrender of a stocks and shares ISA, which was arranged by Albert Goodman Financial Planning Limited. What happened Mrs H held an ISA and a bond with Transact and Pr... (4 pages)View decision -
Decision Reference DRN-4397961
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4397961 The complaint Mr F complains that Santander UK Plc (“Santander”) won’t refund over £27,000 he lost to a cryptocurrency investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the rea... (2 pages)View decision -
Decision Reference DRN-4672202
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4672202 The complaint Mr D complains about how Admiral Insurance (Gibraltar) Limited handled the claim he made on his car insurance policy and the market value applied to his car. What happened In September 2023, Mr D’s car was damaged in accident, so he called Admiral to claim on his ... (3 pages)View decision
