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-4590405
30 Jan 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4590405 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) wrongly reversed a direct debit indemnity refund and recorded a default on his credit file. What happened Mr M had a car finance agreement with another business. The repayments under the finance agreement we... (4 pages)View decision -
Decision Reference DRN-4558201
30 Jan 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4558201 The complaint Mr H complains about the information given to him by Telefonica UK Limited, when he took out two fixed sum loans to pay for two mobile telephone devices. What happened In January 2023, Mr H contacted Telefonica to upgrade his mobile telephone device. After looking... (5 pages)View decision -
Decision Reference DRN-4524337
30 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4524337 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited charged him an extra premium for a previous claim it says he didn’t disclose, even though he says he did. What happened Mr B holds a commercial motor insurance policy underwritten by Admiral, covering sever... (4 pages)View decision -
Decision Reference DRN-4590362
30 Jan 2024 Hubener Versicherungs AG UpheldInsuranceDRN-4590362 The complaint A, a restaurant business, complains that Hubener Versicherungs AG (Hubener) declined a claim made under its commercial insurance policy. Where I’ve referred to Hubener, this also includes any actions or communication by agents acting on their behalf. What happened... (5 pages)View decision -
Decision Reference DRN-4374194
30 Jan 2024 Skyline Direct Limited UpheldConsumer CreditDRN-4374194 The complaint Miss W, who is represented by a third party, has complained to us about home credit borrowing she took out with Skyline Direct Limited (“Skyline”) between May 2019 and August 2020. What happened Miss W, who is represented by a third party, complains that the loans... (3 pages)View decision -
Decision Reference DRN-4580659
30 Jan 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4580659 The complaint Mr B complains about the advice True Potential Wealth Management LLP (‘True Potential’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice might not have... (5 pages)View decision -
Decision Reference DRN-4586807
30 Jan 2024 Coutts & Company UpheldBanking and PaymentsDRN-4586807 The complaint Mr and Mrs S complain that Coutts & Company (Coutts) won’t refund the money they lost as a result of an investment scam. They’re also unhappy about the customer service they then received. They’re being supported by a representative. To keep things simple, I’l... (5 pages)View decision -
Decision Reference DRN-4587368
30 Jan 2024 Bank of Scotland Plc UpheldPensions and AnnuitiesDRN-4587368 The complaint Mrs N has complained that the advice she received from Bank of Scotland plc trading as Halifax (‘Halifax’) to purchase a Stakeholder pension, rather than make additional contributions to her occupational pension, was unsuitable and has caused financial loss. Mrs N... (5 pages)View decision -
Decision Reference DRN-4506514
30 Jan 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4506514 The complaint Mr and Mrs W complain that Hastings Insurance Services Limited (Hastings) mis-sold their home insurance policy. What happened Mr and Mrs W bought a home insurance policy with Hastings, via a price comparison website. They said that during the purchase of the polic... (3 pages)View decision -
Decision Reference DRN-4529859
30 Jan 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4529859 The complaint Mr and Mrs H complain that Chaucer Insurance Company Designated Activity Company has unfairly declined their claim under their travel insurance policy. What happened In October 2021, Mr and Mrs H booked a trip abroad, departing on 13 June 2022. They took out a sin... (4 pages)View decision
