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-4749613
9 Jul 2024 AWP P&C S.A. UpheldInsuranceDRN-4749613 The complaint Mr R has complained that AWP P&C S.A. has offered to consider only 50% of the claim he made on a travel insurance policy. What happened Mr R and a travelling companion were going on a trip abroad in September 2023, although it is only Mr R that is covered unde... (3 pages)View decision -
Decision Reference DRN-4886488
9 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4886488 The complaint Mr B is unhappy with Clydesdale Bank Plc trading as Virgin Money. Mr B said the wait times on telephone banking were unacceptable. Mr B said he had raised this last year and Virgin still hadn’t improved the service. Mr B doesn’t feel Virgin has done anything to im... (2 pages)View decision -
Decision Reference DRN-4897915
9 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4897915 The complaint Mr T 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 when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (50 pages)View decision -
Decision Reference DRN-4804323
9 Jul 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4804323 The complaint Mr W complains that an adviser from Quilter Financial Services Ltd (Quilter) gave him unsuitable advice to transfer his pension. He feels that the advice was negligent and that it led to a financial loss. Mr W is represented in his complaint. But I’ll only refer t... (8 pages)View decision -
Decision Reference DRN-4824920
9 Jul 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-4824920 The complaint Mrs F complains about the quality of a motorbike supplied to her by Honda Finance Europe Plc trading as Honda Financial Services (“HF”). Mrs F has been represented. For clarity, I’ve only referred to Mrs F throughout this decision. What happened Mrs F acquired a b... (5 pages)View decision -
Decision Reference DRN-4898753
9 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4898753 The complaint Miss S has complained about the service she received from esure Insurance Limited under her motor policy, following an accident. What happened Miss S said she was driving down a country lane with her terminally ill father taking him out for a drive in her parents’... (5 pages)View decision -
Decision Reference DRN-4879837
9 Jul 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4879837 The complaint Mr E has complained to us about Mr E has complained to us about a hire agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened In November 2021 Mr E entered into a hire agreement for a new van. The van wa... (5 pages)View decision -
Decision Reference DRN-4801504
9 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4801504 The complaint Mr R complains that Startline Motor Finance Limited (“Startline”) lent to him irresponsibly when it gave him a hire purchase (HP) agreement which he says he couldn’t afford. What happened Mr R took out an HP agreement for a vehicle with Startline in July 2018. It ... (3 pages)View decision -
Decision Reference DRN-4891529
9 Jul 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4891529 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (“MFS”) was of an unsatisfactory quality. What happened I issued a provisional decision on this complaint last mont... (6 pages)View decision -
Decision Reference DRN-4890980
9 Jul 2024 Openwork Limited UpheldInsuranceDRN-4890980 The complaint Mrs S complains that Openwork Limited trading as Owl Financial (Owl) mis-sold her an income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key even... (5 pages)View decision