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 120327 results
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Decision Reference DRN-4315906
8 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4315906 The complaint A company, which I’ll refer to as W, complain that Advanced Payment Solutions Limited trading as Cashplus won’t refund an unauthorised payment taken from their account. Ms F, Mr F and Mr C, the directors of W, bring this complaint on W’s behalf. What happened The ... (2 pages)View decision -
Decision Reference DRN-4322304
8 Sep 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4322304 The complaint Mr F complains about Assurant General Insurance Limited’s, trading as Assurant, settlement of his mobile phone insurance claim. My references to Assurant include its agents. What happened Mr F has mobile phone insurance through his bank account. The insurer is Ass... (5 pages)View decision -
Decision Reference DRN-4295585
8 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4295585 The complaint Mr M’s complaint concerns Bank of Scotland’s (BoS) actions surrounding his attempts to make payments to what he thought was a legitimate investment, but which turned out to be a scam. What happened The details of this complaint are well-known to both parties. And ... (3 pages)View decision -
Decision Reference DRN-4336090
8 Sep 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4336090 The complaint Mrs W has complained about Inter Partner Assistance SA (IPA). She is unhappy about the way it dealt with a claim under her home emergency insurance policy. For ease of reading any reference to IPA includes its agents. What happened Mrs W made acclaim under her hom... (2 pages)View decision -
Decision Reference DRN-4063476
8 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4063476 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr R was contacted by a re... (42 pages)View decision -
Decision Reference DRN-4312175
8 Sep 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4312175 The complaint Mrs H complains that Tesco Personal Finance PLC trading as Tesco Bank irresponsibly gave her a credit card that she couldn’t afford to repay. Mrs H also complains that credit limit increases to the card were made on several occasions with no checks carried out on ... (3 pages)View decision -
Decision Reference DRN-4293472
8 Sep 2023 Bank of Ireland (UK) Plc UpheldMortgagesDRN-4293472 The complaint Mr J complains Bank of Ireland (UK) Plc recorded missed mortgage payments on his credit file that affected his re-mortgage application and caused him financial problems. What happened Mr J had a residential mortgage with Bank of Ireland (UK) Plc (BoI). In 2022 he ... (4 pages)View decision -
Decision Reference DRN-4322066
8 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4322066 The complaint Mr Q has complained about the way AWP P&C SA (‘AWP’) handled his claim. What happened Mr Q bought a travel insurance policy, underwritten by AWP. Mr Q went abroad but unfortunately, on his way home, he suffered a heart attack at the airport and needed emergenc... (2 pages)View decision -
Decision Reference DRN-4333096
8 Sep 2023 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4333096 The complaint Miss D says Oplo PL Ltd irresponsibly lent to her. What happened Miss D took out a 60-month instalment loan from Oplo on 17 September 2020. It was for £15,000 and the monthly repayments were £387.44. The total repayable was £23,246.60. The purpose of the loan was ... (4 pages)View decision -
Decision Reference DRN-4307523
8 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4307523 The complaint Miss M complains that QIC Europe Ltd (QIC) declined to include damage to her stairs, in a claim she made following an escape of water, under her home buildings insurance policy. What happened In December 2022 a pipe burst in Miss M’s loft space. The resulting esca... (3 pages)View decision
