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 363925 results
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Decision Reference DRN-5173073
29 Nov 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5173073 The complaint Mr N complains about the advice given by Quilter Financial Services Ltd (‘Quilter’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and ... (12 pages)View decision -
Decision Reference DRN-5146538
29 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5146538 Complaint Mr B complains that Volkswagen Financial Services (UK) Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he therefore shouldn’t have b... (3 pages)View decision -
Decision Reference DRN-5047849
29 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5047849 The complaint Mr K is unhappy that Santander UK Plc (Santander) won’t refund the money he lost to a scam. What happened Mr K was searching for return flight tickets so that he could visit his elderly father overseas. He searched a well-known online flight comparison site (t... (3 pages)View decision -
Decision Reference DRN-5037319
29 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5037319 The complaint Mrs H complains about how Ageas Insurance Limited (Ageas) valued her vehicle following a claim made under her motor insurance policy. What happened In June 2024 Mrs H’s vehicle was involved in an accident with a third-party. Mrs H reported the accident to Agea... (3 pages)View decision -
Decision Reference DRN-5144596
29 Nov 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-5144596 Complaint Mr M has complained about a credit card Lendable Ltd (trading as “Zable”) provided to him. He says the credit card and the subsequent credit limit increases were irresponsibly provided to him as they were unaffordable. Background Zable provided Mr M with a credit ... (3 pages)View decision -
Decision Reference DRN-5171787
29 Nov 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5171787 Complaint Mrs S has complained about a credit card Jaja Finance LTD (trading as “Asda” Money Credit Card) provided to her. She says the credit card was unaffordable given what she already owed on her overdraft, loans and credit cards. Background Asda provided Mrs S with a c... (3 pages)View decision -
Decision Reference DRN-5163878
29 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5163878 The complaint Mr W and Miss W say Admiral Insurance (Gibraltar) Limited didn’t communicate with another insurer after they made a claim on their motor insurance policy. That led to a financial loss for Admiral that they think it tried to recoup unreasonably. What happened O... (2 pages)View decision -
Decision Reference DRN-5132998
29 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5132998 The complaint Mr L complains that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim on his pet insurance policy. What happened Mr L took out a pet insurance policy for his dog in February 2021. He renewed the policy each year until 2024 and each year, the p... (2 pages)View decision -
Decision Reference DRN-5128631
29 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5128631 The complaint Mr and Mrs S are unhappy with what Royal & Sun Alliance Insurance Limited did after they claimed on their legal expenses insurance policy. All references to RSA include its agents and claims handlers. Although the policy is in joint names, as the complaint ... (3 pages)View decision -
Decision Reference DRN-4538043
29 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4538043 The complaint Mrs T and X complain that Barclays Bank UK PLC did not reimburse them the money they tranferred to a fraudster after they paid in fraudulent foreign cheque. X adds Barclays did not give him enough information when he deposited the cheque into his account. To ... (6 pages)View decision
