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-4888900
3 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4888900 The complaint Mr S has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions UK LLP). Mr S transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde and a corp... (29 pages)View decision -
Decision Reference DRN-4856817
3 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4856817 The complaint Mr R complains that he was given wrong information by National Westminster Bank PLC trading as Ulster Bank (UB) about when interest was payable on his savings account. He also complained about the service provided by UB during his calls with it. What happened On 2... (3 pages)View decision -
Decision Reference DRN-4699012
3 Jul 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4699012 The complaint Mr W is unhappy with the service he received from Great Lakes Insurance UK Limited when he claimed on his travel insurance policy. What happened Mr W became unwell whilst on holiday on a cruise and sought medical assistance on board the ship. There were discussion... (3 pages)View decision -
Decision Reference DRN-4850509
3 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4850509 The complaint Miss W is complaining about NewDay Ltd because she says it lent irresponsibly when providing her with four different credit cards. What happened After various applications, Miss W opened the following credit card accounts with NewDay: Marbles – application 17 Jan... (5 pages)View decision -
Decision Reference DRN-4812952
3 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4812952 The complaint Mr H has complained that Santander UK Plc (“Santander”) irresponsibly increased the limit on his overdraft. He says that Santander acted unfairly by continuing to apply overdraft charges to his account when he was already in financial difficulty. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4886837
3 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4886837 The complaint Mr G complains Creation Consumer Finance Ltd (“Creation”) hasn’t treated him fairly in connection with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to Mr G’s complaint, and my initial findings on it, can... (9 pages)View decision -
Decision Reference DRN-4750111
3 Jul 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4750111 The complaint Mr W has complained about Liverpool Victoria Insurance Company Limited trading as LV. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr W made a claim under his motor... (2 pages)View decision -
Decision Reference DRN-4886931
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4886931 The complaint Mr B has complained that Haven Insurance Company Limited recorded a fault claim against him when it didn’t carry out an adequate investigation into a claim he made under his motor insurance policy. What happened The background to this complaint is well known to Mr... (2 pages)View decision -
Decision Reference DRN-4634749
3 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4634749 The complaint Mr and Mrs G have complained that Santander UK Plc (“Santander”) will not refund the money they lost as the result of a scam. As Mr G was the person in contact with the scammer and he brought and led this complaint, I will mostly refer to him throughout this decis... (4 pages)View decision -
Decision Reference DRN-4857272
3 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4857272 The complaint Mr P complains about delays and poor claim handling by Admiral Insurance (Gibraltar) Limited (Admiral) following damage caused by an escape of water, under his home buildings insurance policy. What happened In December 2022 a pipe burst in Mr P’s home causing wide... (4 pages)View decision