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-4449159
10 Nov 2023 Wakam UpheldInsuranceDRN-4449159 The complaint Ms M is unhappy Wakam declined a claim she made under her home insurance policy. What happened In January 2023, following bad weather, water came through the chimney area of Ms M’s home causing damage to the plasterwork. Ms M made a claim to Wakam, her home insura... (5 pages)View decision -
Decision Reference DRN-3832004
10 Nov 2023 KLO Financial Services Ltd UpheldPensions and AnnuitiesDRN-3832004 The complaint Mr D complains about the advice given by KLO Financial Services Ltd (‘KLO’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension. He says the advice was unsuitable for him and believes this has ca... (7 pages)View decision -
Decision Reference DRN-4410166
10 Nov 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4410166 Complaint Miss C has complained that Tesco Personal Finance PLC (trading as “Tesco” Bank) irresponsibly provided her with a credit card. She’s said the credit card was unaffordable and her financial situation became worse when she started being charged interest after she uninte... (4 pages)View decision -
Decision Reference DRN-4434352
10 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4434352 The complaint Mr M complains about how U K Insurance Limited [“UKI”] handled a claim he made under his Landlord insurance policy following a leak at a property he owns. What happened The background to this complaint is well known to the parties so I’ve provided a summary here. ... (2 pages)View decision -
Decision Reference DRN-4448292
10 Nov 2023 ITI Capital Limited UpheldInvestmentsDRN-4448292 The complaint Ms B complains about a shortfall in funds when ITI Capital Limited transferred her investments to a new product provider. What happened One of our Investigators looked into the complaint and thought it should be upheld. After reviewing everything I came to a diffe... (3 pages)View decision -
Decision Reference DRN-4443953
10 Nov 2023 Close Brothers Limited UpheldConsumer CreditDRN-4443953 The complaint Mr B complains about the quality of a car he purchased under a conditional sale agreement (“agreement”) with Close Brothers Limited (“CBL”) and about CBL’s offer of compensation in respect of the same. What happened In January 2022 Mr B entered into an agreement w... (5 pages)View decision -
Decision Reference DRN-4449010
10 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4449010 The complaint Mr S has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under the Consumer Credit Act 1974. What happened Mr S bought a solar panel system (“the system”) for his home in 2014. The purchase was funded by a loan from Shawbrook, an... (7 pages)View decision -
Decision Reference DRN-4447259
10 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4447259 The complaint Ms D complains about the way Domestic & General Insurance Plc dealt with a claim on her gadget insurance policy What happened Ms D had insurance cover for three different electrical gadgets, which she took out in 2020 and renewed in 2021 and 2022. On 30 Decemb... (3 pages)View decision -
Decision Reference DRN-4446019
10 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4446019 The complaint Ms N has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy with the way it dealt with a claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Ms N m... (2 pages)View decision -
Decision Reference DRN-4360680
10 Nov 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4360680 The complaint Miss S complains that Madison CF UK Limited (Madison) is holding her liable for a loan which was taken out fraudulently. What happened In November 2021, a £5,000 loan was taken out in Miss S’s name with Madison (trading as 118 118 Money). The funds were paid into ... (3 pages)View decision
