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 125399 results
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Decision Reference DRN-4836260
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4836260 The complaint Ms R is unhappy that Santander UK Plc restricted her access to her account, and with the service she’s received surrounding that. Ms R suffers with early onset dementia and so her complaint is brought to this service by her son, who holds Power of Attorney for her... (6 pages)View decision -
Decision Reference DRN-4810386
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4810386 The complaint Mrs W complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened Mrs W’s complaint was brought to our service by a professional representative. As the account is in Mrs W’s name, I’ll refer to Mrs W ... (5 pages)View decision -
Decision Reference DRN-4842668
12 Jun 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4842668 The complaint Ms E is unhappy that Assurant General Insurance Limited (AGI) returned her phone with a chipped screen after she made a fault claim under her gadget insurance. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary ... (4 pages)View decision -
Decision Reference DRN-4846654
12 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4846654 The complaint Mr S complains that Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP ‘Carey’) failed to carry out sufficient due diligence on the investment made within his Self- Invested Personal Pension (‘SIPP’). What happened Mr S says he was first contacted by... (36 pages)View decision -
Decision Reference DRN-4737225
12 Jun 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4737225 The complaint Mr S has complained that his insurer Acromas Insurance Company Limited didn’t pay a fair total loss settlement when he made a claim under his car insurance policy. What happened Mr S made a claim to Acromas following the theft of his car, which it settled by payin... (2 pages)View decision -
Decision Reference DRN-4816349
12 Jun 2024 UK Warranty Limited UpheldInsuranceDRN-4816349 The complaint Miss S has complained that UK Warranty Limited trading as Pacifica Warranty mis-sold a household warranty policy to her. What happened Miss S bought a household warranty policy over the phone with UK Warranty Limited in December 2023. Miss S made a claim as her fr... (2 pages)View decision -
Decision Reference DRN-4643911
12 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4643911 The complaint Mr B complains about the outcome of the review carried out by Quilter Financial Services Ltd (“Quilter”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this a... (9 pages)View decision -
Decision Reference DRN-4510479
12 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4510479 The complaint A company which I will refer to as D complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open accounts with the bank, and later failed to prevent them sendin... (7 pages)View decision -
Decision Reference DRN-4725917
12 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4725917 The complaint Mr G complains that Clydesdale Bank Plc T/A Virgin Money blocked his card while he was abroad, which detriment affected him when he was attempting to travel back to the UK. What happened Mr G holds an account with Virgin Money (VM), which he’s held for many years.... (4 pages)View decision -
Decision Reference DRN-4558619
12 Jun 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4558619 The complaint Miss A is unhappy that a car supplied to her under a Hire Purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. What happened In May 2023, Miss A was supplied with a used car through a Hire Purchase agreement with St... (4 pages)View decision
