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 128535 results
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Decision Reference DRN-4843563
11 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4843563 The complaint Mr C complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due... (33 pages)View decision -
Decision Reference DRN-4717716
11 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4717716 The complaint Mr and Mrs K complain about Zurich Insurance Plc’s (Zurich) poor handling or their claim after an escape of water, and delays due to an incorrect assessment of the policy sum insured, under their buildings insurance policy. What happened Mr and Mrs K’s home was da... (4 pages)View decision -
Decision Reference DRN-4785702
11 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4785702 The complaint Mr G complains that Specialist Motor Finance Limited (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In January 2020 Mr G acquired a vehicle financed by a hire purchase agreement from S... (3 pages)View decision -
Decision Reference DRN-4585452
11 Jun 2024 ML Financial Associates Limited UpheldInvestmentsDRN-4585452 The complaint Ms B complains about ML Financial Associates Limited (‘MLFA’). She complains that her investments fell in value in 2022. She wanted to use these investments to repay a mortgage, but MLFA put up barriers to her accessing her funds. It did this by cancelling or movi... (4 pages)View decision -
Decision Reference DRN-4844482
11 Jun 2024 Santander UK Plc UpheldConsumer CreditDRN-4844482 The complaint Mrs H complains that Santander UK Plc reported incorrect information to the Credit Reference Agencies (CRA’s) which affected her mortgage. What happened Mrs H says that she spoke to Santander in June 2023 about the possibility of a repayment holiday on her persona... (6 pages)View decision -
Decision Reference DRN-4824642
11 Jun 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4824642 The complaint Ms K is unhappy that The Mortgage Works (UK) Plc (“TMW”) didn’t clearly inform her that accepting a nil-payment concession on her mortgage would adversely impact her credit file. What happened Ms K called TMW on 28 June 2023 and asked for a payment holiday on her ... (4 pages)View decision -
Decision Reference DRN-4481341
11 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4481341 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on M’s behalf by one of its directors, Mr M. What happened M held a business account with Barclays. M told us: Barc... (3 pages)View decision -
Decision Reference DRN-4819906
11 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819906 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the pre-accident valuation of his car after it was deemed a total loss. What happened Mr S held a motor insurance policy, underwritten by AIL, when his car was involved in a road traffic accide... (3 pages)View decision -
Decision Reference DRN-4504669
11 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4504669 The complaint Ms D complains Royal & Sun Alliance Insurance’s settlement of her home insurance claim is unreasonable. What happened In October 2020 Ms D purchased a new home. She took out RSA home insurance. In the spring of 2022 she noticed dampness around the patio doors ... (4 pages)View decision -
Decision Reference DRN-4687672
11 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4687672 The complaint Mr and Mrs R have complained about their home emergency insurer Aviva Insurance Limited because they believe it failed to complete a repair which led to damage occurring. What happened There was a leak from the guest toilet in Mr and Mrs R’s home in January 2022. ... (3 pages)View decision