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 354447 results
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Decision Reference DRN-5096464
15 Dec 2024 IG Index Limited Not upheldInvestmentsDRN-5096464 The complaint Mr M’s complaint, in essence, is that IG Index Limited gave him inaccurate information about his spread betting trades, which misled him and caused him loss. What happened The trades in question were daily fund bets on ‘undated’ natural gas. The particular trad... (4 pages)View decision -
Decision Reference DRN-5213344
15 Dec 2024 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-5213344 The complaint The trustees of trust “T” complain Chase de Vere Independent Financial Advisers Limited (“Chase de Vere”) was at fault in its handling of an instruction to terminate and distribute the proceeds of the trust, causing delay and significant financial loss for whic... (7 pages)View decision -
Decision Reference DRN-4978192
15 Dec 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4978192 The complaint Mr C complained that eToro (UK) Ltd (‘eToro’) failed to respond to his queries and prevented him using his eToro account. What happened Mr C had a trading account provided by eToro. He opened the account in October 2017 by providing his address. He didn’t verif... (4 pages)View decision -
Decision Reference DRN-4927350
15 Dec 2024 Tavistock Partners (UK) Limited UpheldPensions and AnnuitiesDRN-4927350 The complaint Mr H complained that he was given unsuitable advice to transfer a defined benefit (DB) pension scheme, to a type of personal pension, in 2019. Tavistock Partners (UK) Limited trading at the time as Abacus Associates Financial Services is responsible for answeri... (8 pages)View decision -
Decision Reference DRN-5164413
15 Dec 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5164413 The complaint Mr C and Ms D complain that Tesco Underwriting Limited (“Tesco”) unfairly declined their claim for damage caused by a storm, under their home buildings insurance policy. I’ll refer to Mr C in my decision for ease. What happened Mr C returned from holiday on 1 F... (4 pages)View decision -
Decision Reference DRN-5213191
15 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5213191 The complaint Mr and Mrs R complain about Lloyds Bank General Insurance Limited (“Lloyds”) handling of their claim for storm damage, under their home buildings insurance policy. I’ll refer to Mrs R in my decision for ease. All references to Lloyds include its agents and con... (5 pages)View decision -
Decision Reference DRN-4728686
15 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4728686 The complaint Mr P complains the car supplied to him by Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented – he says it doesn’t achieve the stated mileage range. What happened In June 2023, Mr P entered into a 48 month personal contract purchas... (3 pages)View decision -
Decision Reference DRN-4704752
15 Dec 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4704752 The complaint Mrs J complains RCI Financial Services Limited trading as Mobilize Financial Services (RCI) supplied her with a car that she believes wasn’t of satisfactory quality. Mrs J’s husband is the representative on this case and he is also a user of the car but as the... (6 pages)View decision -
Decision Reference DRN-5001998
14 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5001998 The complaint Ms P complains that AXA Insurance UK Plc (“AXA”) unfairly declined her claim for water damage and that it provided poor customer service. What happened In September 2023, Ms P arrived home from a lengthy trip abroad to find flood damage to her property, followi... (4 pages)View decision -
Decision Reference DRN-5007394
14 Dec 2024 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5007394 The complaint Mrs A brings this complaint as a representative on behalf of Miss A and Miss A (both minors), but for ease I will only refer to Mrs A. She complains that Family Assurance Friendly Society Limited trading as OneFamily (OF) returned her premium payments for the J... (3 pages)View decision
