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 121115 results
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Decision Reference DRN-4295509
20 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4295509 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim on his commercial vehicle insurance policy. What happened Mr B had an accident in his van around 200 miles from his home. He called Admiral to report the claim. Admiral collected Mr B’s... (3 pages)View decision -
Decision Reference DRN-4358877
20 Sep 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4358877 The complaint Mr S has complained that Madison CF UK Limited trading as 118 118 Money acted irresponsibly when it provided him with a credit card in early 2021. Background Mr S applied for a credit card with Madison in February 2021. He has said that the card was never affordab... (3 pages)View decision -
Decision Reference DRN-4183115
20 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4183115 The complaint Miss S complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim for damage under her motor insurance policy. When I mention Admiral I also mean its repairer. What happened Miss S had a motor insurance policy with Admiral. In July 20... (3 pages)View decision -
Decision Reference DRN-4358892
20 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4358892 The complaint Mr and Mrs S complain about the settlement offered by Great Lakes Insurance SE under their travel insurance claim. Great Lakes are the underwriters of this policy (the insurer). Part of this complaint concerns the actions of Great Lakes’ agent. Any reference to Gr... (3 pages)View decision -
Decision Reference DRN-4355470
20 Sep 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4355470 The complaint Mr S complains that Capital Professional Limited trading as Ascot Lloyd (Ascot Lloyd) caused delays in the transfer of his occupational pension scheme (OPS) to a self-invested personal pension (SIPP). Mr S complains that the cash equivalent transfer value (CETV) o... (6 pages)View decision -
Decision Reference DRN-4172922
20 Sep 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4172922 The complaint Mr S is a sole trader, trading as E. He complains that ClearBank Limited won’t fully refund payments he didn’t make. ClearBank partners with Tide to provide its accounts. While I’ve referred to both, ClearBank is ultimately responsible for this complaint. What hap... (3 pages)View decision -
Decision Reference DRN-4357340
20 Sep 2023 Wren Sterling Financial Planning Limited UpheldPensions and AnnuitiesDRN-4357340 The complaint Ms C complains that Wren Sterling Financial Planning Limited (“Wren”) failed to provide her with advice about a possible pension transfer in a timely manner. What happened I issued a provisional decision on this complaint in July 2023. In that decision I explained... (6 pages)View decision -
Decision Reference DRN-4358784
20 Sep 2023 Tesco Personal Finance PLC UpheldInsuranceDRN-4358784 The complaint Mr D complains that Tesco Finance PLC trading as Tesco Bank sent him letters charging an additional premium because they had incorrectly recorded a claim on his insurance record as “closed” and “fault” when it was “open”. What happened Mr D held a motor insurance... (3 pages)View decision -
Decision Reference DRN-4296012
20 Sep 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-4296012 The complaint A charity, F, complains that First Data Europe Limited (trading as Clover) has wrongly retained its money. What happened F had a merchant services agreement with Clover, which allowed F to receive payments made by plastic cards. F’s directors told us that Clover i... (3 pages)View decision -
Decision Reference DRN-3894308
20 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3894308 The complaint Mr W complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in an investment portfolio. He wants Options to put... (40 pages)View decision
