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 121262 results
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Decision Reference DRN-4454501
17 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4454501 The complaint Ms H is unhappy with the way in which BUPA Insurance Limited handled a claim she made on her private medical insurance policy, including declining her claim and the service she received. What happened Ms H has the benefit of a private medical insurance policy with... (4 pages)View decision -
Decision Reference DRN-4280832
17 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4280832 The complaint Mr C complains One Insurance Limited (One Insurance) unfairly handled and settled his claim on his motor insurance policy after his car was classed as a total loss. There are several parties and representatives of One Insurance involved throughout the complaint bu... (3 pages)View decision -
Decision Reference DRN-4460776
17 Nov 2023 NRAM Limited UpheldMortgagesDRN-4460776 The complaint Miss A complains that NRAM Limited Will not accept her offer of full and final settlement of a shortfall debt. Caused her distress by raising her expectations by telling her it would consider a full and final offer and then rejecting it without properly consider... (4 pages)View decision -
Decision Reference DRN-3989550
17 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3989550 The complaint Mr B complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (42 pages)View decision -
Decision Reference DRN-4221186
17 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4221186 The complaint Mr and Mrs L complain that HSBC UK Bank Plc won’t refund the money they lost after they were the victims of a scam. What happened Mr and Mrs L were having some building work done at their property. The builder they were using had been working there for a number of... (4 pages)View decision -
Decision Reference DRN-4449296
17 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4449296 Complaint Mr M has complained that HSBC UK Bank Plc (“HSBC”) unfairly continued allowing him to use an overdraft even when he was trapped into continually using the facility. Background One of our investigators looked at Mr M’s complaint and he thought that HSBC hadn’t acted un... (4 pages)View decision -
Decision Reference DRN-4462063
16 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4462063 The complaint Miss S complains about Santander UK Plc’s level of service when she contacted them about her ISA. What happened I issued my provisional decision on 4 November 2023, and this is what I said: I’ve considered the relevant information about this complaint. Based on wh... (3 pages)View decision -
Decision Reference DRN-4461923
16 Nov 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4461923 The complaint Mrs N complains about the quality of a car supplied to her under a hire purchase agreement with RCI Financial Services Limited, trading as Nissan Finance (“RCI”). What happened In August 2021 Mrs N took out a hire purchase agreement with RCI for a used car. This c... (6 pages)View decision -
Decision Reference DRN-4458276
16 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4458276 The complaint Mr H complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a hatchback car, first registered in 2014. Mr H had the car insured on a comprehensive poli... (5 pages)View decision -
Decision Reference DRN-3931043
16 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3931043 The complaint Mr G 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’). What happened In late 2012, Mr G says he was approached... (41 pages)View decision
