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 121074 results
-
Decision Reference DRN-4411187
20 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4411187 The complaint Mr D complains that Admiral Insurance Company Limited unfairly avoided his motor insurance policy (treated it like it never existed) and refused to settle his claim. What happened Mr D took out a motor insurance policy with Admiral through an on-line price compari... (4 pages)View decision -
Decision Reference DRN-3585148
20 Oct 2023 Sterling Trust Professional Ltd UpheldPensions and AnnuitiesDRN-3585148 The complaint Mr S complains about the advice given by Sterling Trust Professional Ltd (‘STP’) to transfer the benefits from a defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a self-invested personal pension (‘SIPP’). He says th... (9 pages)View decision -
Decision Reference DRN-4196095
20 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4196095 The complaint Mr R has complained that Studio Retail Limited acted irresponsibly when it provided him with two catalogue shopping accounts in 2019 and 2020. What happened Mr R applied for a credit account with Studio Retail in November 2019. He was approved for the account whic... (3 pages)View decision -
Decision Reference DRN-4286937
20 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4286937 The complaint Miss H is unhappy with the length of time it’s taken for Nationwide Building Society to remove her from an account she held jointly with her now ex-partner. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-4238230
20 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4238230 The complaint Miss V has complained about the premium charged at renewal for her lifetime pet insurance policy with Great Lakes Insurance SE. What happened Miss V took out the policy in September 2021. Miss V says her decision to take the policy with Great Lakes was influenced ... (5 pages)View decision -
Decision Reference DRN-4404022
20 Oct 2023 Evolution Lending Limited UpheldMortgagesDRN-4404022 The complaint Mr H complains that Evolution Lending Limited irresponsibly lent him a second charge mortgage (secured loan). What happened In 2019, Mr H took out a second charge mortgage with Evolution. He borrowed money to consolidate and repay existing debts elsewhere. He borr... (5 pages)View decision -
Decision Reference DRN-4410154
20 Oct 2023 AWP P&C SA UpheldInsuranceDRN-4410154 The complaint Mr S is unhappy that AWP P&C SA declined a claim made on his travel insurance policy (‘the policy’). What happened Whilst abroad, Mr S was told that his home had flooded. He cut short his holiday and returned to the UK earlier than planned. He made a claim und... (4 pages)View decision -
Decision Reference DRN-4317796
20 Oct 2023 BUPA Insurance Limited UpheldInsuranceDRN-4317796 The complaint Mr and Mrs C are unhappy with the service received from BUPA Insurance Limited and that it had changed a term in its private medical insurance policy (‘the policy’) without telling them in advance. What happened Mr and Mrs C have had the benefit of private medical... (4 pages)View decision -
Decision Reference DRN-4329559
20 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4329559 The complaint Mr B complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (42 pages)View decision -
Decision Reference DRN-4002795
20 Oct 2023 Santander UK Plc UpheldMortgagesDRN-4002795 The complaint Mr M and Mrs B complain that Santander UK plc withdrew its offer of a mortgage and recorded information about them on a fraud prevention database. What happened In February 2022, through a broker, Mr M and Mrs B applied for a mortgage with Santander. They wanted t... (2 pages)View decision
