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
-
Decision Reference DRN-4329312
30 Oct 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4329312 The complaint Miss O complains about the service she received from Domestic & General Insurance Plc (DG) under a protection policy for her tumble dryer. References to DG include their agents who administer policies and carry out services under policies. What happened Miss O... (5 pages)View decision -
Decision Reference DRN-4398146
30 Oct 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4398146 The complaint Mr Q complains that The National Farmers Union Mutual Insurance Society Limited (“NFU”) unfairly increased the premium on his motor insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here... (3 pages)View decision -
Decision Reference DRN-4387928
30 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4387928 The complaint Ms A complains that HSBC UK Bank Plc failed to arrange an annual review with her relationship manager, and as a result she has lost interest on possible investments. What happened In February 2023 Ms A complained to HSBC that she had not heard from her relationshi... (3 pages)View decision -
Decision Reference DRN-4018024
30 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4018024 The complaint Mr E 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’). What happened In early 2013, Mr E says he was initially... (41 pages)View decision -
Decision Reference DRN-4254826
30 Oct 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4254826 The complaint Mr G complains that a car he has been financing through an agreement with Volkswagen Financial Services (UK) Limited (who I’ll call VWFS), trading as Audi Financial Services, was misrepresented to him. He also complains that VWFS’s service when handling his compla... (2 pages)View decision -
Decision Reference DRN-4394152
30 Oct 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4394152 The complaint Mrs G and Mr S complain that Scottish Equitable Plc trading as Aegon (Aegon) caused unreasonable delays when transferring their Aegon Group Personal Pension (GPP) to a Self-Invested Personal Pension (SIPP) with another provider. What happened I understand that Mr ... (8 pages)View decision -
Decision Reference DRN-4425809
30 Oct 2023 Paratus AMC Limited UpheldMortgagesDRN-4425809 The complaint This complaint’s about a mortgage Mrs L holds with Paratus AMC Limited trading as Foundation Home Loans. There are two elements to Mrs L’s complaint – I’ll detail them below – which relate primarily to how Paratus has treated her requests for the mortgage term to ... (2 pages)View decision -
Decision Reference DRN-4347196
30 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4347196 The complaint Mr M complains that Royal & Sun Alliance Insurance Limited (‘RSA’) unfairly declined his pet insurance claim. What happened Mr M’s dog was in the garden and began limping on his left hind leg. The vet diagnosed a cruciate ligament rupture. The vet contacted th... (3 pages)View decision -
Decision Reference DRN-4307667
30 Oct 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4307667 The complaint Miss W complains Shop Direct Finance Company Limited trading as Very irresponsibly provided her with an unaffordable catalogue shopping account and credit limit increases. What happened Miss W was provided with the following credit limits on her account with Very:... (4 pages)View decision -
Decision Reference DRN-4396751
30 Oct 2023 TSB Bank plc UpheldMortgagesDRN-4396751 The complaint Mr H complains that TSB Bank plc has failed to treat him fairly when he’s asked for assistance with his mortgage. What happened Mr H’s mortgage moved from a fixed rate to a standard variable rate with TSB in February 2020 and TSB wrote to Mr H in December 2019 to ... (4 pages)View decision
