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
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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 -
Decision Reference DRN-4370419
20 Oct 2023 Motors Insurance Company Limited UpheldInsuranceDRN-4370419 The complaint Mr H complains that Motors Insurance Company Limited (MICL) unfairly declined his claim on his mechanical breakdown insurance policy. What happened Mr H’s car was in the garage for an MOT and he was advised the timing chain needed replacing. So he claimed on his p... (3 pages)View decision -
Decision Reference DRN-3835309
20 Oct 2023 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3835309 The complaint Mr P complains about the advice given by Acumen Independent Financial Planning Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes he would be in... (7 pages)View decision
