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-4858734
25 Jun 2024 HSBC Life (UK) Limited UpheldInsuranceDRN-4858734 The complaint Miss A is unhappy that HSBC Life (UK) Limited declined a claim made on a group income protection insurance policy. What happened Miss A has the benefit of a group income protection insurance policy (‘the policy’). Subject to the remaining terms, the policy can pay... (7 pages)View decision -
Decision Reference DRN-4870833
25 Jun 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4870833 The complaint Mr M1 and Mr M2’s complaint is about a buy-to-let mortgage (account ending 516) they have in their personal names with The Mortgage Works (UK) Plc (‘TMW’). They have complained: 1. They asked in February 2023 for information needed to be able to change the mortgag... (5 pages)View decision -
Decision Reference DRN-4839993
24 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4839993 The complaint Mr J’s complaint arises from what happened when Nationwide Building Society closed his credit card account in error instead of cancelling the balance transfer he’d requested. What happened Mr J applied for and was granted a credit card with Nationwide in February ... (3 pages)View decision -
Decision Reference DRN-4739190
24 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4739190 The complaint Miss E complains about a car she got under a conditional sale credit agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. The car has broken down with significant engine failure, which Miss E believes was due to the car not being of sa... (4 pages)View decision -
Decision Reference DRN-4870064
24 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4870064 The complaint Mr C complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (63 pages)View decision -
Decision Reference DRN-4811757
24 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4811757 The complaint Mr B complains about Covea Insurance plc’s valuation of stolen items in a home insurance claim. What happened Mr B had a Covea home insurance policy. In October 2022, his home was burgled and some of his possessions were stolen, including several pieces of jewelle... (3 pages)View decision -
Decision Reference DRN-4808503
24 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4808503 The complaint Mr B has complained that full cover insurance wasn’t added when he bought a phone using a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened In April 2023 Mr B bought a phone using a fixed sum loan agreement with O2. He said he reques... (2 pages)View decision -
Decision Reference DRN-4783814
24 Jun 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4783814 The complaint Mrs P complains that Assurant General Insurance Limited provided her with a blacklisted replacement phone after she made a claim under her mobile phone insurance policy. What happened In late 2023, Mrs P made a claim under her mobile phone insurance policy with As... (3 pages)View decision -
Decision Reference DRN-4756584
24 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4756584 The complaint Mr F complains that Aviva Insurance Limited declined his claim on his motor insurance policy. He wants it to settle his claim. What happened Mr F’s car broke down whilst he was driving abroad, and he had it repaired. He was told the breakdown was caused by fuel c... (3 pages)View decision -
Decision Reference DRN-4837811
24 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4837811 The complaint Ms S complains that TSB Bank plc failed to carry out her instructions to block payments to gambling operators causing her to lose a great deal of money. What happened Ms S said she suffered a nervous breakdown in 2020 which resulted in a gambling addiction. She sa... (4 pages)View decision