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 128312 results
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Decision Reference DRN-5301982
7 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5301982 The complaint Ms B has complained that National Westminster Bank Plc (“NatWest”) gave her loans she couldn’t afford to repay because it didn’t carry out sufficient affordability checks before lending. What happened NatWest seems to have granted a total of five loans to Ms B... (6 pages)View decision -
Decision Reference DRN-5308570
7 Feb 2025 Thornton & Baines Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-5308570 The complaint Mr B has complained that the advice he was given by Thornton & Baines Independent Financial Advisers Limited (‘T&B’) to transfer his pension benefits in 2017 was unsuitable. Mr B’s complaint has been brought on his behalf by a professional representati... (12 pages)View decision -
Decision Reference DRN-5302538
7 Feb 2025 Acumen Financial Advisers Ltd UpheldInsuranceDRN-5302538 The complaint Miss D and Mr E complain that Acumen Financial Advisers Ltd didn’t set up life insurance policies. What happened Miss D and Mr E took out a mortgage in 2020. They also received advice about life insurance policies from Acumen and agreed to take out cover costin... (6 pages)View decision -
Decision Reference DRN-5088063
7 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5088063 The complaint Miss W complains that BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”) are incorrectly chasing her for an outstanding balance on an agreement she thought she had settled with them. What happened In March 2022, Miss W acquire... (5 pages)View decision -
Decision Reference DRN-5314233
7 Feb 2025 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-5314233 The complaint Mr B is unhappy with the length of time it took Virgin Money Unit Trust Managers Ltd (‘Virgin Money’) to close two investment accounts and send him the funds. What happened Mr B opened two investment accounts with Virgin Money in 2002. In 2024, he wanted to uti... (3 pages)View decision -
Decision Reference DRN-5238709
7 Feb 2025 Allianz Insurance Plc UpheldInsuranceDRN-5238709 The complaint Miss S complains that Allianz Insurance Plc has not paid a claim on her horse insurance policy. What happened Miss S took out a policy for her horse, which started on 13 March 2024 and is underwritten by Allianz. She made a claim on her policy for treatment cos... (2 pages)View decision -
Decision Reference DRN-5294497
7 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5294497 The complaint Mrs H is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim made on her home insurance policy for damage to her gate. Mrs H and Mr H are both parties to this complaint. Mrs H has primarily dealt with this servi... (3 pages)View decision -
Decision Reference DRN-4854819
7 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-4854819 The complaint Mr B complains about the quality of a used car he acquired through a finance agreement with Close Brothers Limited (‘Close Brothers’). Mr B says he had problems with the car very soon after he acquired it. And as he has not been able to drive the car for a sign... (5 pages)View decision -
Decision Reference DRN-5311989
6 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5311989 The complaint Mr and Mrs S have complained that AWP P&C S.A. declined a claim they made on a travel insurance policy attached to a bank account. What happened Mr and Mrs S were on a holiday abroad that began on 7 May 2024. Unfortunately, Mr S suffered a broken hip follo... (3 pages)View decision -
Decision Reference DRN-5314391
6 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5314391 The complaint Mr W complains, through his representatives, that Options UK Personal Pensions LLP (“Options”) - previously Carey Pensions UK – accepted his application for a Self-Invested Personal Pension (“SIPP”) when it shouldn’t have because it didn’t carry out adequate du... (18 pages)View decision