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 125400 results
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Decision Reference DRN-4708227
26 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4708227 The complaint Mr Q complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (29 pages)View decision -
Decision Reference DRN-4697923
26 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4697923 The complaint Mr W complained that U K Insurance Limited trading as NIG wrongly increased his premium on his commercial vehicle insurance policy. What happened When Mr W took out his policy with UKI they asked him about his insurance claim history. UKI later discovered from the... (3 pages)View decision -
Decision Reference DRN-4663585
26 Mar 2024 Capquest Debt Recovery Limited UpheldBanking and PaymentsDRN-4663585 The complaint Mrs W complains that Capquest Debt Recovery Limited is recording arrears on her credit file in relation to an account it no longer owns. What happened Capquest was the owner of a debt in Mrs W’s name that was being administered by a business I’ll refer to as N. Mr... (2 pages)View decision -
Decision Reference DRN-4676228
26 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4676228 The complaint Mr L complains that Barclays Bank UK PLC gave him incorrect information about how an Early Repayment Charge (ERC) would be applied to his mortgage upon redemption. What happened Mr L had an offset mortgage with Barclays. This meant he had a current account and sav... (6 pages)View decision -
Decision Reference DRN-4709739
26 Mar 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4709739 The complaint Miss L is complaining about Startline Motor Finance Limited. She says they shouldn’t have lent to her as the loan was unaffordable. Miss L’s complaint has been dealt with by a representative but for ease I’ve written as if she raised the complaint directly. What h... (3 pages)View decision -
Decision Reference DRN-4704998
26 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4704998 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) won’t refund payments which he says were taken from his account without his authority. What happened In early 2023, Mr G was introduced to someone I’ll refer to as M. Mr G says he heard about M at work, and had been told... (6 pages)View decision -
Decision Reference DRN-4702333
26 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4702333 The complaint Miss B’s complaint is about the handling of a home insurance claim under her insurance policy with Ageas Insurance Limited. Miss B s represented in this complaint but for ease, I will refer only to Miss B throughout this decision. What happened At the end of March... (5 pages)View decision -
Decision Reference DRN-4666727
26 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4666727 The complaint Ms Y complains about how Vitality Health Limited dealt with a claim against her private medical insurance plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, in September 2020, Ms... (3 pages)View decision -
Decision Reference DRN-4490606
26 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4490606 The complaint Mr O complains that Scottish Widows Limited trading as Clerical Medical have not applied his contributions to his pension correctly. What happened Our investigator set out the context to this complaint, neither party disputed this, so I’ve included an amended copy... (4 pages)View decision -
Decision Reference DRN-4618214
26 Mar 2024 MPA Financial Management Limited UpheldPensions and AnnuitiesDRN-4618214 The complaint Mr S complains that MPA Financial Management Limited (MPA) continued to receive renewal commissions on his personal pension plan (PPP) despite providing him with no ongoing service after his adviser retired. He would like the payments refunded with compensation fo... (4 pages)View decision
