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-4535295
29 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4535295 The complaint Mr G complains about a mobile telephone device he acquired using a fixed sum loan from Telefonica UK Limited trading as O2. What happened In May 2023, Mr G took out a fixed sum loan with Telefonica to pay for a brand new mobile telephone device. Shortly afterwards... (4 pages)View decision -
Decision Reference DRN-4873400
29 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4873400 The complaint Mr T complains that Haven Insurance Company Limited mishandled his clam on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van made by a large vehicle-maker with a diesel engine and first registered in Ma... (4 pages)View decision -
Decision Reference DRN-4670926
28 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4670926 The complaint Mr and Mrs S complain about U K Insurance Limited’s (“UKI”) handling of their subsidence claim and its subsequent offer of compensation. What happened The background of this complaint is known in detail to the parties involved so I’ve summarised what I’ve found to... (2 pages)View decision -
Decision Reference DRN-4874070
28 Jun 2024 Regentia Lifestyle Planning Limited UpheldInvestmentsDRN-4874070 The complaint Mrs W complains that Regentia Lifestyle Planning Limited (previously Gilruth Associates) provided unsuitable advice to invest in an Enterprise Investment Scheme (EIS). What happened In February 2015 Mrs W was advised to invest £160,000 in the Octopus EIS (tranche ... (8 pages)View decision -
Decision Reference DRN-4880653
28 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4880653 The complaint Mr L’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (Options’) failed to carry out adequate due diligence on the proposed investment for his SIPP – Carbon Credits - to which he was introduced by an overseas unregulated firm (... (31 pages)View decision -
Decision Reference DRN-4770746
28 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4770746 The complaint Mr K complains that UK Insurance Limited (UKI) treated him unfairly by not renewing his landlord insurance while he had an open claim on the policy. What happened Mr K had a UKI landlord insurance policy. He had an open claim with UKI when his policy was up for re... (2 pages)View decision -
Decision Reference DRN-4717722
28 Jun 2024 Vitality Life Limited UpheldInsuranceDRN-4717722 The complaint Ms R and her brother have complained, on behalf of their late father’s (Mr R’s) estate that Vitality Life Limited have unfairly obtained and reviewed their late father’s medical records when assessing the claim on his life insurance. And Vitality won’t progress t... (3 pages)View decision -
Decision Reference DRN-4782838
28 Jun 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4782838 The complaint Mr A complains that Metro Bank PLC closed his acco9unt. What happened Mr A had an account with Metro. In March 2024 Metro closed Mr A’s account. Our investigator looked at this. Although she thought Metro could have closed Mr A’s account, she thought Metro should ... (2 pages)View decision -
Decision Reference DRN-4880885
28 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4880885 The complaint Mr A complains Nationwide Building Society allowed a transaction to go through after his account had been closed and is chasing him for payment. What happened Mr A had a credit card with Nationwide. Mr A says Nationwide told him that his credit card account had be... (3 pages)View decision -
Decision Reference DRN-4819751
28 Jun 2024 Bank of Scotland Plc UpheldMortgagesDRN-4819751 The complaint Mr C and Miss J complain about how Bank of Scotland plc trading as Halifax managed their application for a mortgage under its “Family Boost” scheme. What happened Halifax operates a “Family Boost” scheme whereby a relative or relatives can assist a family member w... (4 pages)View decision