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 120163 results
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Decision Reference DRN-4386216
10 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4386216 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). He wants to be put back into the position he would have... (43 pages)View decision -
Decision Reference DRN-4390879
10 Oct 2023 Wakam UpheldInsuranceDRN-4390879 The complaint Miss S complains that Wakam unfairly declined her claim for theft of personal possessions from her car. What happened Miss S had buildings and contents insurance underwritten by Wakam. She claimed under the personal possessions section of her policy after her belo... (5 pages)View decision -
Decision Reference DRN-4283536
10 Oct 2023 BISL Limited UpheldInsuranceDRN-4283536 The complaint Mr F has complained that his premium didn’t reduce as expected once a claim under his car insurance policy had been closed on a non-fault basis. BISL Limited is the broker responsible for arranging the policy. What happened Mr F renewed his car insurance policy th... (2 pages)View decision -
Decision Reference DRN-4391883
10 Oct 2023 FMG Support (FIM) Ltd UpheldInsuranceDRN-4391883 The complaint Mr K complains on behalf of a limited company “L” about how FMG Support (FIM) Ltd (“FMG”) handled a claim under a motor insurance policy. What happened L had a motor insurance policy arranged through a broker, who I’ll refer to as C, protecting a van which was use... (2 pages)View decision -
Decision Reference DRN-4374175
10 Oct 2023 Blemain Finance Limited UpheldMortgagesDRN-4374175 The complaint Mrs O complains about her second charge mortgage (secured loan) with Blemain Finance Limited trading as Together. She’s unhappy that she still owes more than she borrowed and that the loan is not on track to be repaid by the end of the term. What happened Mrs O to... (3 pages)View decision -
Decision Reference DRN-4252777
10 Oct 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4252777 The complaint Mr M complains Marshmallow Insurance Limited handled his motor insurance claim poorly. Marshmallow’s been represented by agents during the claim. For simplicity I’ve referred to the agents’ actions as being those of Marshmallow. What happened In October 2022 Mr M’... (2 pages)View decision -
Decision Reference DRN-4337046
10 Oct 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4337046 The complaint Mr G complains that Loans 2 Go Limited (“L2G”) lent him a loan when it shouldn’t have. Mr G says he didn’t understand the product he was being lent. To put things right, Mr G wants the loan written off or at least the interest and charges removed. What happened L2... (2 pages)View decision -
Decision Reference DRN-4384894
10 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4384894 The complaint Mr and Mrs G complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim they made under their home insurance policy for a drain problem. Reference to RSA includes its agents and representatives. Mr G has primarily dealt with thing... (6 pages)View decision -
Decision Reference DRN-4391777
10 Oct 2023 Retail Merchant Services Limited UpheldBanking and PaymentsDRN-4391777 The complaint A partnership which I’ll call ‘S’ complains that Retail Merchant Services Limited (‘RMS’) breached its agreement by increasing the card transactions fees they were charged. The complaint is brought on S’s behalf by one of the partners, Mr P. What happened Mr P tol... (3 pages)View decision -
Decision Reference DRN-4389241
10 Oct 2023 Lloyds Bank PLC UpheldMortgagesDRN-4389241 The complaint Mr B and Mrs L complain that Lloyds Bank PLC agreed to let them port Mr B’s existing lending, and add Mrs L, to buy a new home, but at the last minute Lloyds said no, because of the property type. Mr B and Mrs L said Lloyds had known about that for some time. What... (5 pages)View decision
