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-4487526
30 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4487526 The complaint Mr T complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension and his personal pension into a self-invested personal pension (‘SIPP’). What happened In 2013, Mr T says he w... (42 pages)View decision -
Decision Reference DRN-4487418
30 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4487418 The complaint Mrs K is unhappy with the way One Insurance Limited settled a claim she made on her car insurance policy. What happened In January 2022 Mrs K contacted One Insurance to say her car had been damage in an accident and she said she wanted to claim for the damage to h... (3 pages)View decision -
Decision Reference DRN-4475666
30 Nov 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4475666 Complaint Miss N is unhappy that Metro Bank PLC didn’t reimburse her after she fell victim to a scam. She has brought this complaint with the help of a representative, but for simplicity’s sake I’ll refer only to Miss N throughout the decision. Background Miss N wanted to buy a... (3 pages)View decision -
Decision Reference DRN-4468051
30 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4468051 The complaint Ms F complains that Creation Consumer Finance Ltd rejected her claim for compensation under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to a boiler replacement. What happened On 11 March 2022 Ms F entered into a regulated fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-4470683
30 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4470683 The complaint Miss A says that after she made a claim on her motor insurance policy Advantage Insurance Company Limited didn’t ensure the repaired parts of her car matched the rest. What happened The passenger-side door and rear panel of Miss A’s car were damaged in an accident... (2 pages)View decision -
Decision Reference DRN-4388290
30 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4388290 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund her in full after she was the victim of a romance scam. What happened Miss A was contacted by someone after joining a dating site in early August 2022. I’ll refer to this person as E in my decision.... (5 pages)View decision -
Decision Reference DRN-4482557
30 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4482557 The complaint Mr M, a sole trader, is unhappy that Lloyds Bank PLC restricted his access to his accounts which meant that he couldn’t trade. What happened On 19 January 2022, Mr M noticed that he was unable to access his Lloyds accounts. Mr M spoke with Lloyds about this and wa... (5 pages)View decision -
Decision Reference DRN-4442185
30 Nov 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4442185 The complaint Mr A complains that Intern Partner Assistance SA (Inter) took two and a half hours to attend when his car broke down, under his roadside assistance policy. What happened Mr A’s car broke down whilst he was driving on the motorway. He contacted Inter at around 12.3... (4 pages)View decision -
Decision Reference DRN-3775410
30 Nov 2023 Lowes Financial Management Limited UpheldPensions and AnnuitiesDRN-3775410 The complaint Mr W complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4217855
30 Nov 2023 Business Insurance Solutions Limited UpheldInsuranceDRN-4217855 The complaint Mr B complains that Business Insurance Solutions Limited (“BISL”) allowed motor insurance policies to be taken out in his name fraudulently and failed to respond to him promptly about this. What happened Mr B discovered that two motor insurance policies had been i... (2 pages)View decision
