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-4872166
27 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4872166 The complaint Mr M complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll mostly refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘S... (39 pages)View decision -
Decision Reference DRN-4865108
27 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4865108 The complaint Mrs S and Mr S are unhappy with the service provided by AXA Insurance Limited (AXA) following a claim made on their home insurance policy. Mrs S and Mr S are both parties to this complaint. Mr S has primarily dealt with this service. For ease of reference I have r... (10 pages)View decision -
Decision Reference DRN-4801179
27 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4801179 The complaint Mrs B on behalf of her daughter Miss B complains about how Bank of Scotland plc trading as Halifax has dealt with an account transfer. What happened Miss B applied to transfer her Individual Savings Account (ISA) from Halifax to a different provider. The applicati... (3 pages)View decision -
Decision Reference DRN-4768668
27 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4768668 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited unfairly disposed of his vehicle. Mr M’s been represented for the complaint. For simplicity I’ve referred to the representatives’ actions and comments as being Mr M’s own. What happened In August 2022 Mr M’s car... (3 pages)View decision -
Decision Reference DRN-4748056
27 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4748056 The complaint Mrs D has complained that Advantage Insurance Company Limited didn’t explain the process clearly to her when she reported an accident in which her car was damaged and that she has incurred hire costs as a result of this. What happened The background to this compla... (2 pages)View decision -
Decision Reference DRN-4418830
27 Jun 2024 Swift 1st Limited UpheldMortgagesDRN-4418830 The complaint Mr and Mrs Y have complained that Swift 1 st Limited trading as Swift Advances withdrew an offer it had made to settle their secured loan with it. Mr and Mrs Y also told us they consider the interest that had been applied to the loan was unfair and it had increase... (3 pages)View decision -
Decision Reference DRN-4704804
27 Jun 2024 Fintern Ltd UpheldConsumer CreditDRN-4704804 The complaint Mr S complains about the service he received from Fintern Ltd, trading as Abound Loans (“Abound”). What happened Mr S complained to Abound about several issues. In particular he was concerned that a payment from his account was taken twice, and that the business d... (2 pages)View decision -
Decision Reference DRN-4626828
27 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4626828 The complaint Mrs L complains about Ageas Insurance Limited’s (Ageas) handling of a loss of rental income claim made under her commercial insurance policy. Any references to Ageas also include its agents. What happened Mrs L owns a property which she rents out to tenants. It wa... (3 pages)View decision -
Decision Reference DRN-4873561
27 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4873561 The complaint Mr L has complained about the settlement offered by U K Insurance Limited trading as Direct Line (UKI) when he made a claim under his motor insurance policy. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail... (3 pages)View decision -
Decision Reference DRN-4819753
27 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4819753 The complaint Mr W complains that Ageas Insurance Limited unfairly declined a claim on his home insurance. What happened Mr W had a sofa that was covered by his Ageas home insurance. In December 2023, he made a claim on the policy. He said: His grandchildren were playing in th... (2 pages)View decision