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 120469 results
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Decision Reference DRN-3504468
21 Sep 2023 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3504468 The complaint Mr W complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice... (10 pages)View decision -
Decision Reference DRN-4256258
21 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4256258 The complaint Miss E complains that Advantage Insurance Company Limited wouldn’t provide her with a new quote or renew her motor insurance policy. What happened Miss E contacted Advantage to change her car on cover. But it wasn’t able to offer her a quote for this or to renew h... (2 pages)View decision -
Decision Reference DRN-4360941
21 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4360941 The complaint Mr Y complains about contact from Lantern Debt Recovery Services Ltd (Lantern) in relation to someone else’s debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2023 Mr Y rece... (2 pages)View decision -
Decision Reference DRN-4123308
21 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4123308 The complaint Mr P complains about a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd (“BMF”). What happened In January 2023 Mr P entered into a regulated hire purchase agreement with BMF in relation to a used car. The car was about five years old and... (3 pages)View decision -
Decision Reference DRN-4344265
21 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4344265 The complaint Mr H complains Admiral Insurance (Gibraltar) Limited hasn’t paid him the fair market value for his car following a total loss claim on his motor insurance policy. What happened Mr H made a claim on his motor insurance policy with Admiral. Admiral accepted the clai... (2 pages)View decision -
Decision Reference DRN-4085896
21 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4085896 The complaint Ms S complains about how Bank of Scotland (“BOS”) handled a payment recall. She’s unhappy at the at the time it took for BOS to process a recall for the payment she’d made in error. What happened On 2 August Ms S mistakenly made a £5,000 transfer to a savings acco... (3 pages)View decision -
Decision Reference DRN-4360975
21 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4360975 The complaint Miss G has complained about her car insurer Admiral Insurance (Gibraltar) Limited regarding repairs it carried out to her car after it was damaged during a storm. What happened Miss G’s car suffered impact damage to the front end and windscreen during a storm. Adm... (3 pages)View decision -
Decision Reference DRN-4351547
21 Sep 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-4351547 The complaint Mr and Mrs D are unhappy with what Alwyn Insurance Company Limited did after Mr D made a claim on his landlord legal protection insurance policy. All references to Alwyn include its agents and claims handlers. What happened Mr D is the policyholder of a landlord l... (5 pages)View decision -
Decision Reference DRN-4360900
21 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4360900 The complaint Mrs G has complained about her car insurer Royal & Sun Alliance Insurance Limited (RSA). Following insured repairs, it returned her car to her with faults and, ultimately, two pre-booked holidays were affected with costs being incurred. What happened There was... (4 pages)View decision -
Decision Reference DRN-4322062
21 Sep 2023 Nationwide Building Society UpheldConsumer CreditDRN-4322062 The complaint Mrs P complains that Nationwide Building Society was irresponsible in its lending to her. What happened Mrs P was provided with four loans by Nationwide between 2017 and 2022. She says the loan amount almost tripled and this is due to her struggling financially. S... (4 pages)View decision
