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 121074 results
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Decision Reference DRN-4184910
13 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4184910 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports coupe car, first registered in November 2009. Mr M had the car insured on a comp... (3 pages)View decision -
Decision Reference DRN-4073278
13 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4073278 The complaint Mr C 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 Toward the end of 2012, Mr C was approach... (41 pages)View decision -
Decision Reference DRN-4237277
13 Sep 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4237277 The complaint Mr L complains that Sainsbury's Bank Plc declined his claim under section 75 of the Consumer Credit Act 1974 in regard to a car he had paid for using his Sainsbury's Bank credit card. What happened In December 2021, Mr L bought a used car. He paid a £500... (4 pages)View decision -
Decision Reference DRN-4344364
13 Sep 2023 Euroins AD UpheldInsuranceDRN-4344364 The complaint Mrs H has complained about the way Euroins AD (Euroins) dealt with and settled her claim. What happened Mrs H had a travel insurance policy, underwritten by Euroins. She travelled abroad but had to cut her trip short due to the death of a close family member. Mrs ... (2 pages)View decision -
Decision Reference DRN-4348188
13 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4348188 The complaint Mr C complains Lantern Debt Recovery Services Ltd didn’t carry out due diligence when purchasing his debt from another company. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (4 pages)View decision -
Decision Reference DRN-4346945
13 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4346945 The complaint Mrs E complains that Zopa Bank Limited irresponsibly lent to her. What happened In February 2021 Mrs E entered into an unsecured fixed sum loan agreement with Zopa. Under this agreement Mrs E borrowed the sum of £12,000 to be paid back over a period of 60 months. ... (3 pages)View decision -
Decision Reference DRN-4196648
13 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4196648 The complaint Mr R is unhappy with a car he acquired under a hire purchase agreement provided by BMW Financial Services(GB) Limited trading as Alphera Financial Services (‘BMWFS’). What happened In November 2021 Mr R entered into a hire purchase agreement with BMWFS in order t... (7 pages)View decision -
Decision Reference DRN-4309224
13 Sep 2023 Santander UK Plc UpheldConsumer CreditDRN-4309224 The complaint Miss Z complains that Santander UK Plc was irresponsible in its lending to her. What happened Miss Z was provided with a £15,000 loan by Santander in August 2018. The loan was repayable over 60 months with monthly repayments of around £356. Miss Z says that when t... (3 pages)View decision -
Decision Reference DRN-4337752
13 Sep 2023 Zurich Insurance PLC UpheldInsuranceDRN-4337752 The complaint Mr and Mrs C’s complaint is about a claim they made on their Zurich Insurance PLC (Zurich) travel insurance policy. Mr and Mrs C say that Zurich treated them unfairly by declining their claim after prolonged delays. What happened Mr and Mrs C took out a travel ins... (3 pages)View decision -
Decision Reference DRN-4347970
13 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4347970 The complaint Mr N complains esure Insurance Limited (esure) caused delays after he made a claim on his motor insurance policy, causing him to have to pay increased premiums on his new policy as the claim is still open. What happened In November 2021 Mr N’s car was hit by a thi... (3 pages)View decision
