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-4428758
15 Nov 2023 Nationwide Building Society UpheldConsumer CreditDRN-4428758 The complaint Mr B complains that Nationwide Building Society lent irresponsibly when it approved various loans. What happened In February 2016 Mr B applied for a £20,000 loan over 70 months with Nationwide to purchase a car. Nationwide says Mr B gave an income of £2,500 a mont... (3 pages)View decision -
Decision Reference DRN-4447801
15 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4447801 The complaint Miss D complains about how Admiral Insurance (Gibraltar) Limited handled a claim she made under her buildings insurance policy. References to Admiral also includes its agents. What happened The details of the claim are well known to both parties, so I won’t repeat... (8 pages)View decision -
Decision Reference DRN-4289361
15 Nov 2023 Lyon & Co LLP UpheldPensions and AnnuitiesDRN-4289361 The complaint Mrs T complained on behalf of her husband that the advice given to Mr T by Lyon & Co LLP (Lyon) to transfer his pension plans to a new arrangement in 2011 and then again in 2015, had been unsuitable. She also complained that vulnerable customer procedures were... (18 pages)View decision -
Decision Reference DRN-4037452
15 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4037452 The complaint Mr C 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-4432674
15 Nov 2023 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4432674 The complaint Miss Z complains that Link Financial Outsourcing Limited trading as Link Financial (Link) unfairly recorded a default on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mis... (4 pages)View decision -
Decision Reference DRN-4434136
15 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4434136 The complaint Mr J complains Advantage Insurance Company Limited (“Advantage”) incorrectly increased his premium on his motor insurance policy and threatened to cancel it following a wrongful claim by a third party. He says this caused him upset and inconvenience. Any reference... (2 pages)View decision -
Decision Reference DRN-4435029
15 Nov 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4435029 The complaint Ms C complains about the service provided by Inter Partner Assistance SA (IPA) under the Car and Key Rescue section of her car insurance policy. Any reference to IPA includes the actions of its agents. What happened Ms C broke down on her way home from holiday and... (2 pages)View decision -
Decision Reference DRN-4457434
15 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4457434 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a well- known manufacturer and first registered in 2007... (6 pages)View decision -
Decision Reference DRN-4370222
15 Nov 2023 Covea Insurance plc UpheldInsuranceDRN-4370222 The complaint Mr S complains about Covea Insurance plc’s delays and poor handling of his subsidence claim under his landlord property insurance policy. Any reference to Covea in this final decision includes its respective agents unless specified otherwise. What happened The bac... (2 pages)View decision -
Decision Reference DRN-4457648
15 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4457648 The complaint Mrs D complains about the quality of repairs arranged by QIC Europe Ltd (QIC) following an accident when driving her car, under her motor insurance policy. What happened Mrs D was involved in an accident whilst driving in March 2022. QIC accepted her claim and arr... (7 pages)View decision
