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-4742857
12 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4742857 The complaint Mr S is unhappy that The Co-operative Bank Plc trading as Smile (“Smile”) will not refund the money he lost as the result of a scam. Mr S has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr S throughout this decisi... (4 pages)View decision -
Decision Reference DRN-4774671
12 Jun 2024 Premium Choice Ltd UpheldInsuranceDRN-4774671 The complaint Mr H complains about the service he received from Premium Choice Ltd (trading as AChoice) when he was trying to renew his motor insurance. What happened In December 2023, Premium Choice sent Mr H a letter inviting him to renew his motor insurance with a quote for ... (3 pages)View decision -
Decision Reference DRN-4836260
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4836260 The complaint Ms R is unhappy that Santander UK Plc restricted her access to her account, and with the service she’s received surrounding that. Ms R suffers with early onset dementia and so her complaint is brought to this service by her son, who holds Power of Attorney for her... (6 pages)View decision -
Decision Reference DRN-4810386
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4810386 The complaint Mrs W complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened Mrs W’s complaint was brought to our service by a professional representative. As the account is in Mrs W’s name, I’ll refer to Mrs W ... (5 pages)View decision -
Decision Reference DRN-4842668
12 Jun 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4842668 The complaint Ms E is unhappy that Assurant General Insurance Limited (AGI) returned her phone with a chipped screen after she made a fault claim under her gadget insurance. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary ... (4 pages)View decision -
Decision Reference DRN-4846654
12 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4846654 The complaint Mr S complains that Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP ‘Carey’) failed to carry out sufficient due diligence on the investment made within his Self- Invested Personal Pension (‘SIPP’). What happened Mr S says he was first contacted by... (36 pages)View decision -
Decision Reference DRN-4737225
12 Jun 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4737225 The complaint Mr S has complained that his insurer Acromas Insurance Company Limited didn’t pay a fair total loss settlement when he made a claim under his car insurance policy. What happened Mr S made a claim to Acromas following the theft of his car, which it settled by payin... (2 pages)View decision -
Decision Reference DRN-4816349
12 Jun 2024 UK Warranty Limited UpheldInsuranceDRN-4816349 The complaint Miss S has complained that UK Warranty Limited trading as Pacifica Warranty mis-sold a household warranty policy to her. What happened Miss S bought a household warranty policy over the phone with UK Warranty Limited in December 2023. Miss S made a claim as her fr... (2 pages)View decision -
Decision Reference DRN-4643911
12 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4643911 The complaint Mr B complains about the outcome of the review carried out by Quilter Financial Services Ltd (“Quilter”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this a... (9 pages)View decision -
Decision Reference DRN-4510479
12 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4510479 The complaint A company which I will refer to as D complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open accounts with the bank, and later failed to prevent them sendin... (7 pages)View decision