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 370903 results
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Decision Reference DRN-5311670
7 Mar 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5311670 The complaint Miss M complains that Allianz Insurance Plc mishandled her pet insurance policy. What happened Miss M had three pet cats insured on a policy with Allianz. The yearly premium was from October each year as follows: 2021 £ 739.07 2022 £ 821.49 2023 £1,022... (2 pages)View decision -
Decision Reference DRN-5381178
7 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5381178 The complaint Mrs F complains, thorough her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Mrs F is represe... (19 pages)View decision -
Decision Reference DRN-5292981
7 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5292981 The complaint Mr J complains that West Bay Insurance Plc unfairly declined a claim under his pet insurance policy. Where I refer to West Bay, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgroun... (4 pages)View decision -
Decision Reference DRN-5274359
7 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274359 The complaint Mr and Mrs C complain that National Westminster Bank Plc (“NatWest”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs C made a further ... (7 pages)View decision -
Decision Reference DRN-4783056
7 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4783056 The complaint Mr A complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5373956
7 Mar 2025 Solarcrown Commercial Limited Not upheldConsumer CreditDRN-5373956 The complaint Mr C has complained that Solarcrown Commercial Limited misled him about the financial benefits he could expect from a solar panel system they sold to him. Mr C has been represented in bringing his complaint but, to keep things simple, I’ll refer to Mr C throug... (3 pages)View decision -
Decision Reference DRN-5373969
7 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5373969 The complaint Mrs E complains about the quality of a used car that she acquired using a hire purchase agreement with Stellantis Financial Services UK Limited (“Stellantis”). What happened In November 2021, Mrs E entered into a hire purchase agreement to acquire a used car. ... (5 pages)View decision -
Decision Reference DRN-5376849
7 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5376849 The complaint Miss K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (7 pages)View decision -
Decision Reference DRN-5299922
7 Mar 2025 JPMorgan Funds Limited UpheldInvestmentsDRN-5299922 The complaint Mr B1 and Mr B2, as executors, complain on behalf of the estate of their mother, Mrs B, about the services provided by JPMorgan Funds Limited trading as J.P. Morgan Asset Management (‘JPM’). They say JPM acted unfairly by not paying the estate the distribution... (11 pages)View decision -
Decision Reference DRN-5341791
7 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5341791 The complaint Mr G has complained about Covea Insurance plc. He’d arranged a motor trade insurance policy with it, but it cancelled it within a few weeks of the cover starting. What happened Mr G, using a broker, arranged a policy with Covea. Covea cancelled the policy as i... (3 pages)View decision
