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 120614 results
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Decision Reference DRN-4706583
31 May 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4706583 The complaint Mrs M complains about the way St Andrew’s Insurance Plc (St Andrew’s) handled a claim for subsidence under her buildings insurance policy. What happened The circumstances of this complaint, whilst long standing, are well known to both parties so I’ll only briefly ... (4 pages)View decision -
Decision Reference DRN-4828296
31 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4828296 The complaint Mr B complains 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 before it allowed him to transfer his defined benefit (‘DB’) pension scheme benefits into a Sel... (48 pages)View decision -
Decision Reference DRN-4827341
31 May 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4827341 The complaint Mrs H complains that MotoNovo Finance Limited (“MotoNovo”) took an overpayment from her when she made the last payment due under her car finance agreement. What happened Mrs H took out a hire purchase agreement with MotoNovo in May 2018. The agreement required 59 ... (2 pages)View decision -
Decision Reference DRN-4717546
31 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4717546 The complaint Mr O and Mrs S complain about a claim they made on their motor insurance policy with Haven Insurance Company Limited. Reference to Haven includes its agents. Mr O has done most of the communication throughout this complaint, so for ease of reading, in parts, I’ll ... (4 pages)View decision -
Decision Reference DRN-4746266
31 May 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4746266 The complaint Miss S has complained that Tesco Underwriting Limited has unreasonably delayed in coming to any decision on her claim under her motor policy concerning her stolen car. What happened Miss S’ recently purchased car was stolen on 8 August 2023. She made a claim to Te... (2 pages)View decision -
Decision Reference DRN-4796178
31 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4796178 The complaint A company, which I will refer to as W, complains that Santander UK Plc unfairly blocked its savings account. W says that meant it didn’t have access to funds needed for a property purchase. What happened One of our investigators looked at this complaint, then wrot... (3 pages)View decision -
Decision Reference DRN-4732904
31 May 2024 V12 Retail Finance Limited UpheldConsumer CreditDRN-4732904 The complaint Mrs P complains about doors and windows which were paid for with finance provided by V12 Retail Finance Limited (“V12”). What happened In November 2022, Mrs P ordered some new doors and windows for her home. These were to be supplied and installed by a third party... (4 pages)View decision -
Decision Reference DRN-4827978
31 May 2024 New Wave Capital Limited UpheldBanking and PaymentsDRN-4827978 The complaint Mr R complains that New Wave Capital Limited (trading as Capital on Tap) unfairly reported adverse credit information about him. What happened In March 2017 Mr R was a director of a limited company. He made an application to Capital on Tap on his company’s behalf,... (3 pages)View decision -
Decision Reference DRN-4750561
31 May 2024 esure Insurance Limited UpheldInsuranceDRN-4750561 The complaint Mr S has complained about the service provided esure Insurance Limited (’esure’) in relation to his claim for storm damage under his home insurance policy. For the avoidance of doubt the term ‘esure’ includes its representatives and agents in this decision What ha... (3 pages)View decision -
Decision Reference DRN-4388281
31 May 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4388281 The complaint Ms N has complained about the handling of her claim for her fridge freezer by Domestic & General Insurance Plc (‘D&G’) made under an extended warranty. What happened Ms N made a claim after experiencing difficulties with her fridge in March 2023. It was de... (6 pages)View decision
