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 125363 results
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Decision Reference DRN-4573512
8 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4573512 The complaint Mrs and Mr L complain about how Ageas Insurance Limited (“Ageas”) declined a claim for the theft of her car under their motor insurance policy. For ease I’ll refer to Mrs L throughout as the policy was in her name. What happened Mrs L had a motor insurance policy ... (4 pages)View decision -
Decision Reference DRN-4610026
8 Feb 2024 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4610026 The complaint Mr G complains AvantCredit of UK LLC trading as AvantCredit didn’t respond to his partial settlement offer, and then sold his account without telling him. What happened I set out the background to this complaint and my initial findings in my provisional decision d... (4 pages)View decision -
Decision Reference DRN-4511526
8 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4511526 The complaint Mr B complains about Lloyds Bank PLC’s handling of his chargeback claim, along with the poor customer service provided. What happened On 31 May 2023, Mr B contacted Lloyds to dispute two transactions of £1,000 (paid by debit card) and £250 (sent by faster payment... (4 pages)View decision -
Decision Reference DRN-4470220
8 Feb 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4470220 The complaint Mr S complains that PayrNet Limited is holding him liable for payments he didn’t authorise. He is also unhappy it closed his account. Mr S held a Pockit branded account – who provided services on behalf of PayrNet. For ease, I’ll mainly refer to Pockit in my decis... (3 pages)View decision -
Decision Reference DRN-4606867
8 Feb 2024 Scottish Widows Limited UpheldInsuranceDRN-4606867 The complaint Mr W complained that Scottish Widows Limited had failed to explain the difference between the surrender values of two Income Protection policies taken out around the same time. To put things right, Mr W wanted Scottish Widows to pay him more financial compensation... (4 pages)View decision -
Decision Reference DRN-4573327
8 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4573327 The complaint Mrs H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of her occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid to late 2012, Mrs H was referred ... (43 pages)View decision -
Decision Reference DRN-4603039
8 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4603039 The complaint Mr and Mrs A have complained about the way Admiral Insurance (Gibraltar) Limited has administered their motor insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. Mr A had an insurance policy fo... (3 pages)View decision -
Decision Reference DRN-4513462
8 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4513462 The complaint Mrs M complains that Santander UK Plc (Santander) won’t let her have access to some funds. What happened Mrs M has an account with Santander. She was a cousin of the wife of a recently deceased Santander customer – who I will call Mr X. I will call Mr X’s wife ‘Mr... (6 pages)View decision -
Decision Reference DRN-4603120
8 Feb 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4603120 The complaint Mr B complains about the quality of a car supplied to him by Specialist Motor Finance Limited (“SMF”). What happened Mr B acquired a used car under a hire purchase agreement with SMF in July 2022. The car cost £9,495. Under the agreement, Mr B was required to make... (7 pages)View decision -
Decision Reference DRN-4609199
8 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4609199 The complaint Mrs T complains about how Fairmead Insurance Limited (Fairmead), handled a claim under her home insurance policy for damage at her property caused by an escape of water. Any reference to Fairmead in this decision includes their agents. This complaint covers issues... (5 pages)View decision
