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 246785 results
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Decision Reference DRN-3835210
13 Nov 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3835210 The complaint Mr K has complained about the advice that Bury Financial Advisers Limited (BFAL) – an appointed representative of Pi Financial Ltd - gave him to transfer his defined benefits from his occupational pension scheme (OPS), the British Steel Pension Scheme (BSPS), to a... (16 pages)View decision -
Decision Reference DRN-3936218
13 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3936218 The complaint Mr and Mrs H have complained about Royal & Sun Alliance Insurance Limited (RSA). They are not happy about the way it dealt with a claim under their building’s insurance policy after a fire at their property. For ease of reading any reference to RSA includes it... (2 pages)View decision -
Decision Reference DRN-4451793
13 Nov 2023 Progressive Money Limited Not upheldConsumer CreditDRN-4451793 The complaint Miss C complains that Progressive Money Limited (‘Progressive’) irresponsibly gave her a loan that she couldn’t afford in August 2017. What happened In 2017, Miss C applied for a loan with Progressive. The loan amount was £5,000, the term was 48 months and the mon... (3 pages)View decision -
Decision Reference DRN-4115268
13 Nov 2023 Connells Limited UpheldMortgagesDRN-4115268 The complaint Mr C and Mrs Z’s complaint is that, because of poor customer service by Connells Limited, they missed out on the chance to apply for a mortgage product switch at a rate of 2.14% with their existing lender. Mr C and Mrs Z eventually took a product switch at 3.79% w... (4 pages)View decision -
Decision Reference DRN-4449414
13 Nov 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4449414 The complaint Ms S complains about the way Fairmead Insurance Limited has handled a claim she made under her home insurance policy for water damage. Reference to Fairmead includes agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise t... (5 pages)View decision -
Decision Reference DRN-4374709
13 Nov 2023 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4374709 The complaint Mr E complains Zopa Bank Limited reduced his credit score unfairly. What happened Mr E applied for a credit card with Zopa. Mr E checked his credit score and saw it had dropped by over 100 points. Mr E was then declined car finance. Mr E checked his credit file an... (3 pages)View decision -
Decision Reference DRN-4428030
13 Nov 2023 Lloyds Bank PLC Not upheldMortgagesDRN-4428030 The complaint Mr and Mrs G complain that Lloyds Bank PLC failed to provide them with correct advice when applying for a new mortgage and they’ve lost out as a result. What happened Lloyds has accepted it didn’t do what it should have when providing Mr and Mrs G with information... (4 pages)View decision -
Decision Reference DRN-4438686
13 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4438686 The complaint Miss L complains about the way U K Insurance, trading as NIG, handled a claim she made under a buildings insurance policy for subsidence. Reference to NIG includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise... (7 pages)View decision -
Decision Reference DRN-4439535
13 Nov 2023 Zurich Insurance PLC UpheldInsuranceDRN-4439535 The complaint Miss V complains about the way Zurich Insurance PLC handled for a claim she made under a buildings insurance policy. Reference to Zurich includes its agents and representatives. What happened I’ll summarise the main points about this dispute: Miss V benefitted fr... (6 pages)View decision -
Decision Reference DRN-4429735
13 Nov 2023 Fair Return Legal Services Limited UpheldClaims ManagementDRN-4429735 The complaint Mr F complains about Fair Return Legal Services Limited (“FRLS”) and the service they’ve provided him since he instructed them to pursue a claim for a mis-sold pension on his behalf. What happened In May 2021, Mr F instructed FRLS to pursue a claim for a mis-sold ... (2 pages)View decision
