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 369227 results
-
Decision Reference DRN-5182242
13 Jan 2025 Connells Limited Not upheldMortgagesDRN-5182242 The complaint Mr B and Mr S complained that the mortgage they took out through Connells Limited was supposed to have a five year fixed interest rate period, but they’ve recently found out the fixed rate will end some months short of five years. What happened In 2020, Mr B an... (3 pages)View decision -
Decision Reference DRN-4974959
13 Jan 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4974959 The complaint Mr P has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In January 2023 Mr P complained to Virgin Media that there appeared to be a credit agreement in his name for a mobile handset.... (2 pages)View decision -
Decision Reference DRN-5235093
13 Jan 2025 Vitality Health Limited Not upheldInsuranceDRN-5235093 The complaint Mr C is unhappy that Vitality Health Limited (Vitality) declined his private medical insurance claims and subsequently cancelled the policy and kept the premiums. Mr C is being represented by his wife, Mrs C, on this complaint. What happened On 30 June 2023, Mr... (5 pages)View decision -
Decision Reference DRN-5225440
13 Jan 2025 Westfield Contributory Health Scheme Not upheldInsuranceDRN-5225440 The complaint Mr C complains that Westfield Contributory Health Scheme unfairly delayed settling dental claims he made on a dental insurance plan. What happened In June 2022, Mr C became insured under a dental plan. He made five postal claims on the policy between February ... (2 pages)View decision -
Decision Reference DRN-5241836
13 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5241836 The complaint Mr N complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational and personal pension schemes into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr N says he wa... (44 pages)View decision -
Decision Reference DRN-5217428
13 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5217428 The complaint Mr D complained that he’d received an unfair settlement on his storm damage claim, and he was unhappy with the level of service he received from Accredited Insurance (Europe) Ltd (“AI”) under his home insurance policy. What happened Mr D made a claim for damage... (3 pages)View decision -
Decision Reference DRN-5106978
13 Jan 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5106978 The complaint Mr S has complained Telefonica UK Limited, trading as O2, is holding him liable for a credit agreement for a mobile handset. Mr S says the handset was never delivered to him. What happened In December 2023 after returning a handset as it was the wrong colour, M... (2 pages)View decision -
Decision Reference DRN-5215997
13 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5215997 The complaint Mr O complains Nationwide Building Society registered a fraud marker at Cifas, the national fraud database and wrongly closed his account. He doesn’t think it’s done so fairly. What happened Mr O held an account with Nationwide. On 23 June 2023 it was credited... (3 pages)View decision -
Decision Reference DRN-5257087
13 Jan 2025 Leabold Financial Management Ltd UpheldPensions and AnnuitiesDRN-5257087 The complaint Mrs G is unhappy with the service she’s been provided with by Leabold Financial Management Ltd (LFM) since 2019, in particular the review in 2023. And Mrs G has said that she’s felt like the reviews have been more of a tick box exercise. What happened Mrs G ha... (5 pages)View decision -
Decision Reference DRN-5172501
13 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5172501 The complaint Mrs M complains that Royal &Sun Alliance Insurance Limited have avoided her policy and declined her claim. What happened Mrs M took out a buildings policy with RSA through a price comparison website. Mrs M made a claim following an escape of water, and du... (4 pages)View decision
