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-4332193
9 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4332193 The complaint Miss M complained that Royal & Sun Alliance insurance Limited failed to repair her Motability car in a timely fashion under her motor insurance whilst noting the alternative car wasn’t suitable and it failed to communicate with her effectively. What happened M... (2 pages)View decision -
Decision Reference DRN-4388894
9 Oct 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4388894 The complaint Mrs G complains about the way Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance has dealt with a claim she made to it in relation to replacement doors and windows supplied and fitted by a third party “C”. Novuna provided finance for the work and Mrs ... (6 pages)View decision -
Decision Reference DRN-4263799
9 Oct 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4263799 The complaint Mrs J complains that the car she acquired through a hire purchase agreement with Specialist Motor Finance Limited (SMF) wasn’t of satisfactory quality. She wants to reject the car. What happened In November 2022, Mrs J entered into a hire purchase agreement with S... (3 pages)View decision -
Decision Reference DRN-4268605
9 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4268605 The complaint Mr S complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Jack... (43 pages)View decision -
Decision Reference DRN-4001031
9 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4001031 The complaint Mrs C complains about Aviva Insurance Limited’s handling of a claim made under a block building insurance policy. What happened Mrs C is a leaseholder of a property that has a block building insurance policy. Mrs C isn’t the policyholder, but the policy was taken ... (4 pages)View decision -
Decision Reference DRN-4109978
9 Oct 2023 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4109978 The complaint Mr H complains that London & Colonial Services Ltd (‘L&C’) allowed his self-invested personal pension (‘SIPP’) to be invested in an investment which caused him to lose a significant amount of money. Mr H wants L&C to pay him compensation for the loss. ... (34 pages)View decision -
Decision Reference DRN-4373946
9 Oct 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4373946 The complaint Miss C, trading as J, complains about the way that TSB Bank plc handled her business bank account. What happened Miss C originally held two business bank accounts with TSB before closing one account. When Miss C opened the second business bank account in late 2022... (3 pages)View decision -
Decision Reference DRN-4389417
9 Oct 2023 AJ Bell Securities Limited UpheldInvestmentsDRN-4389417 The complaint Mr P complains that AJ Bell Securities Limited unfairly cancelled three trades he had placed, causing him financial loss. What happened On 19 December 2022 at 8.13am Mr P placed a trade in each of his AJ Bell ISA, dealing account and SIPP, to sell a combined total... (3 pages)View decision -
Decision Reference DRN-4199029
9 Oct 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4199029 The complaint Mr J complains about how his insurer, Haven Insurance Company Limited (Haven), handled a claim under his breakdown assistance policy. Any reference to Haven in this decision includes their agents. What happened Mr J had a breakdown assistance policy with Haven. In... (4 pages)View decision -
Decision Reference DRN-4367858
9 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4367858 The complaint Mr G and Mrs S have complained about the handling of their motor insurance claim by West Bay Insurance Plc. For simplicity, I’ll just refer to Mr G. References to West Bay include its agents. What happened The facts of this matter have not been disputed and are kn... (3 pages)View decision
