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 119923 results
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Decision Reference DRN-4470206
22 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4470206 The complaint Mr A complains National Westminster Bank Plc has acted unfairly because it no longer allows him to benefit from “Mastercard protection” – i.e. the ability to raise a chargeback – when he makes purchases. He also complains National Westminster Bank Plc has accused ... (4 pages)View decision -
Decision Reference DRN-4198226
22 Nov 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4198226 The complaint Mr K has complained about Haven Insurance Company Limited. He isn’t happy that it referred him to it’s Straight to Salvage (S2S) service as opposed to allowing a claim under his motor insurance policy. For ease of reading any reference to Haven includes its agents... (2 pages)View decision -
Decision Reference DRN-4470825
22 Nov 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4470825 The complaint Mr C complains that Chetwood Financial Limited (“Chetwood”) is holding him liable for the debt on two loans which he says he didn’t apply for. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief... (4 pages)View decision -
Decision Reference DRN-4216281
22 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4216281 The complaint A limited company, which I will refer to as B, complains that Bank of Scotland plc’s errors meant its new mortgage completed two weeks later than it should have done. What happened B’s directors told us: They approached Bank of Scotland to apply for a commercial ... (3 pages)View decision -
Decision Reference DRN-4038422
22 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4038422 The complaint Mr V complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his defined benefit (“DB”) pension scheme into an Options self-invested personal pension (“SIPP”). He says Options... (42 pages)View decision -
Decision Reference DRN-3563885
22 Nov 2023 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-3563885 The complaint Mr K complains about the advice given by Dobson & Hodge Limited (‘D&H’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension. He says the advice was unsuitable for him and believes this ha... (8 pages)View decision -
Decision Reference DRN-4469659
22 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4469659 The complaint Mrs and Mr W complain that the offer Admiral Insurance (Gibraltar) Limited made to settle their motor insurance claim is too low. What happened Mrs and Mr W had a fully comprehensive motor insurance policy with Admiral. In January 2023, their vehicle was stolen, a... (3 pages)View decision -
Decision Reference DRN-4377526
22 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4377526 The complaint Mr R complains that Advantage Insurance Company Limited unfairly declined a claim he made under his home insurance policy. He’s also unhappy about the service he received from it. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint... (4 pages)View decision -
Decision Reference DRN-4430890
22 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4430890 The complaint Mr F is unhappy that, following an insurance claim, UK Insurance Limited trading as Churchill Insurance (‘UKI’) paid the settlement to the incorrect company. Mr F is being represented in this matter by his partner Miss A. However, for ease of reference, I’ll refer... (3 pages)View decision -
Decision Reference DRN-4469818
22 Nov 2023 Skerritt Consultants Limited UpheldPensions and AnnuitiesDRN-4469818 The complaint Mr S complains that Skerritt Consultants Limited (‘SCL’) gave him unsuitable advice to bring four personal pensions under a single self-invested personal pension (SIPP) wrapper. He complained that he paid SCL to manage his investments and it failed to deliver the ... (6 pages)View decision
