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 366350 results
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Decision Reference DRN-4941881
23 Jan 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4941881 The complaint Mrs G is unhappy with how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around June 2023, Mrs G acquired some hearing aids from a company I’l... (4 pages)View decision -
Decision Reference DRN-3104888
23 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3104888 The complaint Mr C complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (36 pages)View decision -
Decision Reference DRN-5050146
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5050146 The complaint Miss T complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home insurance policy in the name of Miss T and Mr R. As Miss T dealt with the claim and complaint, for ease, I will only refer to her. References to RSA i... (2 pages)View decision -
Decision Reference DRN-5204823
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5204823 The complaint Mr S complains about a decision taken by HSBC UK Bank Plc (“HSBC”) to decline a section 75 Consumer Credit Act 1974 (“section 75”) claim. What happened On 20 December 2022 Mr S paid a car dealership that I will call “H” a £1,000 deposit for a used car costing £... (3 pages)View decision -
Decision Reference DRN-5165238
23 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5165238 The complaint Mrs S complains Great Lakes Insurance SE unfairly declined a claim she made for theft of gadgets from a holiday apartment. What happened Mrs S made a claim for stolen items from her holiday apartment. She said the property was locked, there was no sign of a for... (2 pages)View decision -
Decision Reference DRN-5161158
23 Jan 2025 Phoenix Life Limited Not upheldInsuranceDRN-5161158 The complaint Mr S has complained that the over 50s policy he was provided with by Phoenix Life Limited, trading as Sun Life, was not fit for purpose. What happened In 2007, Mr S bought an over 50s life policy through his bank. He says he was aware of the need to keep up th... (2 pages)View decision -
Decision Reference DRN-5221754
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5221754 The complaint Mr F has complained that Aviva Insurance Limited declined a claim he made on a travel insurance policy attached to his bank account. What happened Mr F travelled abroad in January 2023. He was feeling pain due to having swollen ankles and underwent laser surge... (3 pages)View decision -
Decision Reference DRN-4871999
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4871999 The complaint X complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments they say they lost to a scam. What happened X purchased three boats and was looking for a courier company to ship them overseas. After a few failed attempts, they fou... (3 pages)View decision -
Decision Reference DRN-5245518
23 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5245518 The complaint Mr M is unhappy with Santander UK Plc. Mr M found Santander had blocked access to his accounts and wouldn’t tell him why. Santander wouldn’t lift the block until Mr M went to a branch with proof of identification. What happened Mr M said he was vulnerable, had... (3 pages)View decision -
Decision Reference DRN-5008233
23 Jan 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5008233 The complaint Ms T complains that Shawbrook Bank Limited (Shawbrook) have provided two statements for the same accounting period with two different balances. What happened On 27 December 2023, Ms T requested a £6,000 ISA transfer from her previous provider to Shawbrook. When... (4 pages)View decision
