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-4824110
1 Jul 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4824110 The complaint Mrs & Mr R complain about how Adrian Flux Insurance Services Group (“AF”) accepted their application for car insurance, but then cancelled their policy. I’ll mainly refer to Mr R as he was the person who applied for cover. What happened Mrs & Mr R applied ... (3 pages)View decision -
Decision Reference DRN-4749011
1 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4749011 The complaint Mr P says Phoenix Life Limited (Phoenix) provided him and his financial adviser with incomplete and misleading advice about options for taking benefits from his personal pension. He says this led to delays, an impact on the decisions he could make about his plans,... (6 pages)View decision -
Decision Reference DRN-4739683
1 Jul 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4739683 The complaint Mr Q complains about the level of service provided by Atlanta Insurance Intermediaries Limited trading as Swinton Insurance in administering his motor insurance policy. What happened Mr Q said he received a letter from his broker stating that his policy would not ... (2 pages)View decision -
Decision Reference DRN-4882111
1 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4882111 The complaint Miss P is unhappy with the service she received from Santander UK Plc surrounding her request to set up an overdraft repayment plan and to add her mother as an authorised third- party onto her account. Miss P is represented here by her mother, whom I’ll refer to a... (5 pages)View decision -
Decision Reference DRN-4732336
1 Jul 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4732336 The complaint Ms C complains that Highway Insurance Company Limited (Highway) has dealt with a claim she made on her home insurance unfairly. What happened Ms C made a claim for a damaged heater she used in her outdoor pool. Highway agreed to consider this, and that it would me... (2 pages)View decision -
Decision Reference DRN-4807602
1 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4807602 The complaint J, a limited company, complains about what U K Insurance Limited (UKI) did after it made a claim on its ‘Farm Combined’ insurance policy. Mr M, who is a director of J, is bringing the complaint on its behalf. What happened J’s ‘Farm Combined’ policy with UKI renew... (3 pages)View decision -
Decision Reference DRN-4871733
1 Jul 2024 Great Lakes Reinsurance (UK) SE UpheldInsuranceDRN-4871733 The complaint Mr and Mrs C are unhappy with what Great Lakes Reinsurance (UK) SE did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mr C, I’ll refer to him in this decision. What happ... (6 pages)View decision -
Decision Reference DRN-4881834
1 Jul 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4881834 The complaint Mr S complains PayPal UK Ltd won’t refund him in full for an incorrect item. What happened Mr S bought an item online and paid via PayPal. The item was delayed, and Mr S was sent a payment by the retailer. When the item arrived it was the wrong item, so Mr S appro... (3 pages)View decision -
Decision Reference DRN-4828265
1 Jul 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4828265 The complaint Mr R complains PayPal UK Ltd wouldn’t let him access a refund. What happened Mr R was paid a refund of £103 in January. Mr R tried to withdraw the money but couldn’t as he didn’t have updated card or account details on file. Mr R tried to add his details but could... (2 pages)View decision -
Decision Reference DRN-4855199
1 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4855199 Complaint Mr M complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that he couldn’t afford the payments as he wasn’t working at the time. Background In June 2018, Alpher... (4 pages)View decision