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 120163 results
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Decision Reference DRN-4391299
27 Nov 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4391299 The complaint A company, which I’ll refer to as T, complains that PrePay Technologies Limited (PrePay) won’t refund unauthorised transactions taken from its account. Mr S, who is a director of T, brings this complaint on T’s behalf. What happened In early 2023, Mr S received a ... (3 pages)View decision -
Decision Reference DRN-4317876
27 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4317876 The complaint Mr R complains that West Bay Insurance Plc is responsible for poor claims-handling under his motor insurance policy. What happened The subject matter of the claim and the complaint is a luxury sports utility vehicle, made by a premium-brand car-maker and first reg... (3 pages)View decision -
Decision Reference DRN-4479270
27 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4479270 The complaint Mr C complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). He wants to be put back into the position he would have... (44 pages)View decision -
Decision Reference DRN-4438491
27 Nov 2023 Euroins AD UpheldInsuranceDRN-4438491 The complaint Mrs S complains Euroins AD unfairly declined the majority of her travel insurance claim. Euroins has been represented by agents for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being those of Euroins. What happened In August 2022... (3 pages)View decision -
Decision Reference DRN-4369677
27 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4369677 The complaint Mr J has complained about the poor service he received when he made a claim under his car insurance policy with Advantage Insurance Company Limited What happened Mr J made a claim to his insurer, Advantage for damage to his car on 13 December 2022. Advantage arran... (2 pages)View decision -
Decision Reference DRN-4238284
27 Nov 2023 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-4238284 The complaint Mr H complains that Home Retail Group Card Services Limited, trading as Argos Card (“Argos”) were unfair to charge him interest and report adverse information to his credit file. He says they failed to tell him a Buy Now Pay Later (BNPL) transaction was falling du... (2 pages)View decision -
Decision Reference DRN-4027898
27 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4027898 The complaint Mr M complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (40 pages)View decision -
Decision Reference DRN-4438845
27 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4438845 The complaint Miss P complains that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim she made under her landlord insurance policy. Reference to RSA includes its agents and representatives. What happened As the circumstances of this complaint aren’t in dispute... (3 pages)View decision -
Decision Reference DRN-4405480
27 Nov 2023 Handelsbanken plc UpheldMortgagesDRN-4405480 The complaint Miss H and Mr S complain that Handelsbanken plc (HB) didn’t allow them to capitalise their mortgage arrears, which arose during a period of forbearance. Nor did it allow them to apply for a fixed rate mortgage product, and it put them under pressure to sell their ... (3 pages)View decision -
Decision Reference DRN-4066442
27 Nov 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4066442 The complaint Mr P complains about how PayPal (Europe) Sarl et Cie SCA dealt with his claims to refund two payments under its buyer protection policy, and also complains about how difficult it was for him to make further claims about other payments. What happened For a period o... (5 pages)View decision
