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 125400 results
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Decision Reference DRN-4630797
19 Feb 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4630797 The complaint Mrs J is unhappy with the repair carried out by Assurant General Insurance Limited (Assurant) following a claim under her mobile phone insurance policy. What happened Mrs J has a packaged bank account which includes mobile phone insurance underwritten by Assurant.... (3 pages)View decision -
Decision Reference DRN-4599013
19 Feb 2024 WPS Financial Group Limited UpheldPensions and AnnuitiesDRN-4599013 The complaint Mr M complains that WPS Financial Group Limited (‘WPS’) gave him unsuitable advice to transfer the benefits from his defined benefit (DB) occupational pension scheme to a self- invested personal pension (‘SIPP’). He believes he might have suffered a financial loss... (4 pages)View decision -
Decision Reference DRN-4606357
19 Feb 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4606357 The complaint Mr F is unhappy with the quality of a car supplied to him under a conditional sale agreement by Santander Consumer (UK) Plc (“SCF”). What happened Mr F acquired a used car under a 36 month conditional sale agreement with SCF in July 2022. The car was six years old... (6 pages)View decision -
Decision Reference DRN-4560991
19 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4560991 The complaint Ms M and Mr Q complain about the way that Accredited Insurance (Europe) Ltd has handled an escape of water claim they made on a home insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of... (3 pages)View decision -
Decision Reference DRN-4629845
19 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4629845 The complaint Ms S 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 allowed her to invest in its Self-Invested Personal Pension (‘SIPP’) and that it failed to carry out suffi... (40 pages)View decision -
Decision Reference DRN-4473626
19 Feb 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4473626 The complaint Mr T complains that HSBC UK Bank Plc didn’t provide him with the service or support it should have done when he experienced difficulties repaying his loan. What happened Mr T took out a loan with HSBC in December 2017. He had experienced some difficulties making t... (3 pages)View decision -
Decision Reference DRN-4629832
19 Feb 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4629832 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) is holding him liable for the debt on a loan which he says he neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-4605808
19 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4605808 The complaint Mr B is unhappy that Acromas Insurance Company Limited (AIC) refused to carry out further repairs after his roof was damaged for a second time. What happened Mr B had buildings and contents insurance underwritten by AIC. In summary, when his roof was damaged durin... (4 pages)View decision -
Decision Reference DRN-4546265
19 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546265 The complaint Mrs M complains that a member of staff at National Westminster Bank Plc (NatWest) deleted an app from her mobile phone, resulting in the loss of precious information. She says this has left her feeling emotionally and physically distraught. What happened Our inves... (2 pages)View decision -
Decision Reference DRN-4309758
19 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4309758 The complaint A charity, which I’ll refer to as S, complains that Barclays Bank UK PLC prevented it from accessing its funds. What happened S’s trustees told us: Barclays contacted them in early 2022 to say the type of account they held was no longer appropriate, and they were... (3 pages)View decision
