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 366874 results
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Decision Reference DRN-5415942
10 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5415942 The complaint Mrs S & Mrs Y complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim for damage from an escape of water under a home insurance policy. When I say Admiral I also mean its suppliers, contractors and assessors. What happened Mrs S &... (3 pages)View decision -
Decision Reference DRN-4827726
10 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4827726 The complaint Miss P complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“Alphera”), unfairly terminated her hire purchase agreement. What happened Miss P acquired a used car financed through a hire purchase agreement she signed with Al... (3 pages)View decision -
Decision Reference DRN-5343958
10 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5343958 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money has caused him undue inconvenience and to incur a financial loss when it blocked a transaction and restricted his account. What happened The background to this complaint is well known to both parti... (4 pages)View decision -
Decision Reference DRN-5236202
10 Apr 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5236202 The complaint Mrs L1 and Mrs L2 complain about the advice they received from St. James's Place Wealth Management Plc (referred to as ‘SJP’). Mrs L2 says she was mis-sold the Downing Four VCT plc investment (referred to as the ‘VCT’) by SJP. In summary, she says: Des... (5 pages)View decision -
Decision Reference DRN-4823194
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4823194 The complaint Mrs W complains that HSBC UK Bank Plc (‘HSBC’) unfairly rejected her claim for a credit card payment refund she made. What happened Mrs W booked a hotel room for her and her husband, payment of which was made with her HSBC credit card. Mrs W and her husband we... (4 pages)View decision -
Decision Reference DRN-5431622
10 Apr 2025 Hedgehog Limited UpheldInsuranceDRN-5431622 The complaint Mr S has complained about the service provided by his motor insurance broker, Hedgehog Limited (‘Hedgehog’), after he took out a policy through it. What happened I issued a provisional decision regarding this complaint last month and said that I was considerin... (4 pages)View decision -
Decision Reference DRN-5474095
10 Apr 2025 City Financial Planning Ltd UpheldPensions and AnnuitiesDRN-5474095 The complaint Mr W has complained about advice he was given by City Financial Planning Ltd (“CFPL”) to transfer his former employer’s defined benefit (“DB”) pension scheme to a personal pension. Both Mr W and CFPL have appointed representatives to deal with this matter on t... (16 pages)View decision -
Decision Reference DRN-5411846
10 Apr 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5411846 The complaint Miss M, who is represented by her son, has complained that TSB Bank plc (‘TSB’) irresponsibly provided her with an overdraft that she couldn’t afford to repay and so worsened her financial situation. What happened In February 2010 TSB agreed to provide Miss M ... (4 pages)View decision -
Decision Reference DRN-5336399
10 Apr 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5336399 The complaint Mr S complains that The Prudential Assurance Company Limited (Prudential) provided him with poor service. What happened Mr S has a personal pension policy with Prudential which I understand he’s held since 1989. It contains a term where some of his contribution... (5 pages)View decision -
Decision Reference DRN-5434579
10 Apr 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5434579 The complaint Ms M has complained about how Fortegra Europe Insurance Company Ltd (Fortegra) said it would settle a claim under a furniture warranty. What happened Ms M contacted Fortegra to make a claim when clothing dye transferred onto her sofa. It wasn’t possible to rem... (3 pages)View decision
