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 130193 results
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Decision Reference DRN-5006840
13 Sep 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5006840 The complaint Mr W has complained that Tesco Underwriting Limited declined a claim he made under his home insurance policy. What happened Mr W claimed when a ladies watch was stolen from an upstairs bedroom at his address. At the time Mr W had builders working at his propert... (2 pages)View decision -
Decision Reference DRN-5017809
13 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5017809 The complaint Mrs P and Mr P complain that Santander UK Plc (“Santander”) failed to refund transactions they didn’t recognise. What happened Mrs P is the principal person involved with this complaint, So I’ll mainly refer to her throughout for ease of reading. Mrs P, along... (4 pages)View decision -
Decision Reference DRN-5015757
13 Sep 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5015757 The complaint Mrs K complains that a car she acquired which was financed by a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (“Moneyway”) wasn’t of satisfactory quality. What happened In September 2023, Mrs K entered into a hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-5021260
13 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5021260 The complaint Mrs C complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted her Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated t... (37 pages)View decision -
Decision Reference DRN-5010468
13 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5010468 The complaint Mr P complains about how American Express Services Europe Limited (AESEL) dealt with his request for a refund for a transaction he made on his credit card. Mr P also complains that AESEL hasn’t refunded him for a credit balance and hasn’t paid compensation foll... (4 pages)View decision -
Decision Reference DRN-5000739
13 Sep 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5000739 The complaint Ms C has complained that Startline Motor Finance Limited (“Startline”) acted irresponsibly when it provided her with car finance in February 2017. Ms C is represented by a complaint management company, for the sake of clarity when I refer to Ms C I mean both he... (3 pages)View decision -
Decision Reference DRN-4871172
13 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4871172 The complaint Mrs C complains that Accredited Insurance (Europe) Ltd declined a claim on her home buildings insurance policy. What happened Mrs C made a claim on her policy after a retaining wall collapsed. She says this happened due to five or six weeks of constant rain. Ac... (3 pages)View decision -
Decision Reference DRN-4460707
13 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4460707 The complaint Miss C complains that Revolut Ltd hasn’t protected her from losing money to a safe account scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss C has explained that on 17 ... (9 pages)View decision -
Decision Reference DRN-5020256
13 Sep 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5020256 The complaint Miss H complains about how Marshmallow Insurance Limited (“Marshmallow”) handled a claim under her motor insurance policy. When I mention Marshmallow I also mean its approved repairer. What happened Miss H had a motor insurance policy with Marshmallow covering ... (5 pages)View decision -
Decision Reference DRN-5014846
13 Sep 2024 Tideway Investment Partners LLP UpheldPensions and AnnuitiesDRN-5014846 The complaint Mr B complains that Tideway Investment Partners LLP (‘Tideway’) gave him unsuitable advice to transfer deferred benefits from his defined benefit (DB) pension with British Steel (BSPS) to a self-invested personal pension (SIPP). What happened Mr B was advised t... (4 pages)View decision