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-4427435
9 Nov 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4427435 The complaint Mr S has complained about the length of time it took Helvetia Global Solutions Ltd’s breakdown recovery provider, who I’ll refer to as N, to assist him after his car broke down and he made a claim under his Breakdown Recovery insurance policy. What happened The de... (2 pages)View decision -
Decision Reference DRN-3819692
9 Nov 2023 Mather & Murray Financial Ltd UpheldPensions and AnnuitiesDRN-3819692 The complaint Mr W complains about the advice given by Mather & Murray Financial Ltd (‘Mather & Murray’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the ad... (9 pages)View decision -
Decision Reference DRN-4444587
9 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4444587 The complaint Mrs P complained because Santander UK plc refused to refund her for 12 cash withdrawals which she said she didn’t make. What happened On 13 April 2023, Mrs P contacted Santander, to report that she’d lost her card. Santander asked her about 12 cash machine withdra... (4 pages)View decision -
Decision Reference DRN-4247367
9 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4247367 The complaint Mrs H complains that a car acquired with finance from BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. What happened In June 2022 Mrs H was supplied with a brand new car and entered into a hire purchase agreement with BMWFS. Soon after... (3 pages)View decision -
Decision Reference DRN-4436713
9 Nov 2023 Skyline Direct Limited UpheldConsumer CreditDRN-4436713 The complaint Miss M complains that Skyline Direct Limited (“Skyline”) lent to her when she could not afford it. She has said that Skyline took no information from her about her income and her expenditure before approving loans 1 to 5. What happened Using information from Skyli... (7 pages)View decision -
Decision Reference DRN-4398873
9 Nov 2023 ReAssure Limited UpheldInvestmentsDRN-4398873 The complaint Mr and Mrs V complain about the way ReAssure Limited has administered two savings policies they held. They say: There has been a failure to provide information about the maturity of the policies. The policies have been incorrectly amalgamated. They are unhappy ... (4 pages)View decision -
Decision Reference DRN-4250233
9 Nov 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4250233 The complaint Mr C complains Tesco Personal Finance PLC trading as Tesco Bank irresponsibly lent to him when providing him with a credit card. What happened My understanding is Mr C applied for a Tesco credit card in April 2022, and he was given a credit limit of £3,850. He say... (2 pages)View decision -
Decision Reference DRN-4422765
8 Nov 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4422765 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. What happened In August 2022, Mr M was supplied with a used car through a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-4039437
8 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4039437 The complaint Mr O 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... (42 pages)View decision -
Decision Reference DRN-4380338
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4380338 The complaint Miss P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Miss P contacted British Gas to send an engineer to fix her central heating. Several engineers visited and fitted new parts ... (2 pages)View decision
