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
-
Decision Reference DRN-4863594
20 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4863594 The complaint Mr A complains about the way he was treated when he visited his local branch of Santander UK PLC and about its decision to bar him from that particular branch. What happened Mr and Mrs A attended their local branch in June 2023. In part, they wanted to set up a st... (3 pages)View decision -
Decision Reference DRN-4805974
20 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4805974 The complaint Mr C complains that Advantage Insurance Company Limited (“Advantage”) unfairly issued a notice to cancel his motor insurance policy. What happened Mr C took out a policy which came with a telematics device to assess driver safety. He says, due to a technical issue... (4 pages)View decision -
Decision Reference DRN-4808991
20 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4808991 The complaint Mr L complains about markers on his credit file which he says Creation Consumer Finance Ltd (“Creation”) have reported inaccurately. Mr L says that Creation agreed to remove the adverse information but hasn’t done so. Mr L is also unhappy that Creation recorded an... (3 pages)View decision -
Decision Reference DRN-4864190
20 Jun 2024 Key Retirement Solutions Limited UpheldMortgagesDRN-4864190 The complaint Ms W has instructed a professional representative who complains on her behalf that the advice she received from Key Retirement Solutions Limited trading as Key in 2019 to take out a lifetime mortgage with a third-party lender (L1) was unsuitable given her age and ... (9 pages)View decision -
Decision Reference DRN-3518470
20 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3518470 The complaint Ms N opened a self-invested personal pension (“SIPP”) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Ms N transferred her existing personal pensions to the SIPP and invested in two investments. Ms N’s complaint is that Options failed ... (23 pages)View decision -
Decision Reference DRN-4718256
20 Jun 2024 Chubb European Group SE UpheldInsuranceDRN-4718256 The complaint Mr S has complained that Chubb European Group SE (‘Chubb’) didn’t provide appropriate assistance when he was abroad. All reference to Chubb includes any agents acting on its behalf. What happened Mr S has a travel insurance policy underwritten by Chubb. Whilst abr... (2 pages)View decision -
Decision Reference DRN-4781604
20 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4781604 The complaint Mr W says that Clydesdale Bank Plc, trading as Virgin Money, were unreasonable to default his credit card account. What happened Mr W’s credit card account was defaulted in August 2022. He says that Virgin Money prevented him from making payments to the account be... (2 pages)View decision -
Decision Reference DRN-4824687
20 Jun 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4824687 The complaint Mr L complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) lent to him irresponsibly. What happened Mr L took nine loans from MoneyBoat. A few details are in the table below. Loan Approved Amount Original Term Paid back 1 17 Februa... (4 pages)View decision -
Decision Reference DRN-4864132
20 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4864132 The complaint I, a company, complains about a claim it made on its Royal & Sun Alliance Insurance Limited (‘RSA’) business protection insurance policy. I says RSA treated it unfairly. I’s complaint was brought by a representative on its behalf, but I shall refer to all subm... (3 pages)View decision -
Decision Reference DRN-4863960
20 Jun 2024 Home Retail Group Card Services Limited UpheldBanking and PaymentsDRN-4863960 The complaint Mr V complains about the service he received from Home Retail Group Card Services Limited, trading as Argos Financial Services (who I’ll call Argos) when he tried to set up a three month hold on his account. What happened In May and June 2023 Mr V contacted Argos ... (2 pages)View decision