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
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Decision Reference DRN-5349940
18 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5349940 The complaint Mr R complains that Marshmallow Insurance Limited provided poor customer service and poor-quality repairs to his car which has affected the re sale value, and caused him distress and inconvenience. What happened In December 2023 Mr R had an accident. His car wa... (3 pages)View decision -
Decision Reference DRN-5402533
18 Mar 2025 Truscott Wealth Management Limited UpheldPensions and AnnuitiesDRN-5402533 The complaint Mr C complains that Truscott Wealth Management Limited (‘TWM’) didn’t complete the transfer from his defined benefit (DB) pension to Prudential in a timely manner which has led to him missing out on a higher transfer value. He wants to be reimbursed for his fin... (8 pages)View decision -
Decision Reference DRN-5395204
18 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395204 The complaint Miss A complains about how Aviva Insurance Limited settled a claim made on her motor insurance policy. Reference to Aviva includes its agents. What happened Miss A holds a motor insurance policy with Aviva. When her car was involved in an incident, she called a... (4 pages)View decision -
Decision Reference DRN-5396481
18 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5396481 The complaint Mrs C complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (3 pages)View decision -
Decision Reference DRN-5307119
18 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5307119 The complaint Mr P complains that Tesco Personal Finance Limited trading as Tesco Bank stopped sending him statements by post without telling him. What happened Mr P has a Tesco credit card. In late 2024, he complained to Tesco that because it stopped sending him monthly sta... (3 pages)View decision -
Decision Reference DRN-5359935
18 Mar 2025 Motorpoint Limited Not upheldConsumer CreditDRN-5359935 The complaint Mr T complains Motorpoint Limited mis-sold him a Hire Purchase Agreement. What happened In August 2023, Mr T acquired a car via a Hire Purchase Agreement, with the finance arranged by Motorpoint. In January 2024, Mr T raised concerns Motorpoint mis-sold the a... (2 pages)View decision -
Decision Reference DRN-5327823
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5327823 The complaint Mr T complains that Santander UK Plc hasn’t honoured its commitment under the Santander Boosts service and wishes them to do so. What happened Mr T holds a current account with Santander and has used its Boosts service. In May 2024 Mr T wished to buy a new lapt... (3 pages)View decision -
Decision Reference DRN-5406481
18 Mar 2025 Rock Insurance Services Limited Not upheldInsuranceDRN-5406481 The complaint Mr G has complained that his travel insurance broker, Rock Insurance Services Limited trading as Insurefor.Com (‘Insurefor’) mis-sold him his policy. Mr G’s complaint was brought to us by his representative Mrs G but for ease I will refer to her comments as Mr... (4 pages)View decision -
Decision Reference DRN-5361409
18 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5361409 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr W is represented by a third party but for ease of reference I have referred to Mr W throug... (3 pages)View decision -
Decision Reference DRN-5052860
18 Mar 2025 BISL Limited Not upheldInsuranceDRN-5052860 The complaint Mr and Mrs W complains BISL Limited didn’t offer them a home insurance renewal. Mrs W and Mr W are both complainants. Mrs W has been the main correspondent for the complaint, so for ease of reading I only refer to her. What happened As an insurance broker, BI... (2 pages)View decision
