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-4391036
29 Nov 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4391036 The complaint Mr M complains that Specialist Motor Finance Limited (SMF) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In January 2018 Mr M acquired a vehicle financed by a hire purchase agreement from SMF. Mr M was required... (4 pages)View decision -
Decision Reference DRN-4480040
29 Nov 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-4480040 The complaint Ms G complains that Citibank UK Limited (“Citibank”) took nearly 28 days to complete a transfer from her account, causing her distress, inconvenience and financial loss. What happened On around 2 September 2022, Ms G attempted to transfer funds from her Citibank a... (4 pages)View decision -
Decision Reference DRN-4483454
29 Nov 2023 Phoenix Life Assurance Limited UpheldPensions and AnnuitiesDRN-4483454 The complaint Mr A complains about the contradictory information he says Phoenix Life Assurance Limited (Phoenix) gave him about the retirement options for his pension plan. He says this might have led to him making the wrong choice. He also complains that the payment of his be... (5 pages)View decision -
Decision Reference DRN-4185399
29 Nov 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4185399 The complaint Mrs G complains about the advice Lighthouse Advisory Services Limited (‘Lighthouse’) gave to her to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. She says the adv... (8 pages)View decision -
Decision Reference DRN-4484110
29 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4484110 The complaint Mr C complains about the quality of a car he has been financing through an agreement with Santander Consumer (UK) Plc, who I’ll call “Santander”. What happened I issued a provisional decision on this complaint last month. An extract from that provisional decision ... (4 pages)View decision -
Decision Reference DRN-4158245
29 Nov 2023 Ethos Financial Solutions Ltd UpheldPensions and AnnuitiesDRN-4158245 The complaint Mr W complains about the advice given by Ethos Financial Solutions Ltd (‘Ethos’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuitab... (8 pages)View decision -
Decision Reference DRN-4484965
29 Nov 2023 Zurich Assurance Ltd UpheldInsuranceDRN-4484965 The complaint Mr A complains about the amount of time Zurich Assurance Ltd took to consider his claim on a critical illness policy and the stress this caused him. What happened In February 2021 Mr A made a claim on his Zurich critical illness policy and Zurich paid him the sum ... (3 pages)View decision -
Decision Reference DRN-4091103
29 Nov 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4091103 The complaint Mr A complains that Epayments Systems Ltd blocked his account and he wasn’t able to access his funds. He’d like compensation for the impact. What happened The facts which led to Mr A bringing his complaint to our service are well known to both parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-4434031
29 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4434031 The complaint Ms T complains that a course she purchased using her debit card supplied by Santander UK Plc (“Santander”) was not as described. What happened In November 2022, Ms T purchased a course from a supplier I’ll refer to as “D” for £4,000. Ms T said she made an initial ... (4 pages)View decision -
Decision Reference DRN-4321256
29 Nov 2023 Covea Insurance plc UpheldInsuranceDRN-4321256 The complaint Ms M complains that Covea Insurance Plc (Covea) unfairly avoided her motor insurance policy and refused to pay her claim. What happened Ms M took out a motor insurance policy with Covea through an online insurance price comparison site. After she was involved in a... (3 pages)View decision
