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 125299 results
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Decision Reference DRN-4068906
16 Nov 2023 Evolution Insurance Company Limited UpheldInsuranceDRN-4068906 The complaint Mr and Mrs C complain about the way Evolution Insurance Company Limited dealt with claims they made under their new home warranty. Reference to Evolution includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (6 pages)View decision -
Decision Reference DRN-4040766
16 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4040766 The complaint Mr H 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 In 2012, Mr H says he was approached by a... (40 pages)View decision -
Decision Reference DRN-4297590
16 Nov 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4297590 The complaint Mr H complains about his insurer, Marshmallow Insurance Limited (Marshmallow) charging a fee when he cancelled his policy in the cooling off period. Any reference to Marshmallow in this decision includes their agents. What happened In January 2023 Mr H took out a ... (4 pages)View decision -
Decision Reference DRN-4460142
16 Nov 2023 Target Servicing Limited UpheldMortgagesDRN-4460142 The complaint Mr and Mrs D complain that Target Servicing Limited delayed the redemption of their mortgage causing them to mis out on a fixed rate product they’d successfully applied for with another lender. What happened Mr and Mrs D took a mortgage in 2010 to buy their home. ... (7 pages)View decision -
Decision Reference DRN-4456004
16 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4456004 The complaint Mr B complains that NewDay Ltd has refused his account application and hasn’t provided him with the reasons for doing so. He also complains that NewDay has ignored his letters to it about the application. What happened Mr B says he held a credit card account which... (3 pages)View decision -
Decision Reference DRN-4459860
16 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4459860 The complaint Mr G is unhappy that Santander UK Plc defaulted his account after he’d entered a payment arrangement with them. What happened Mr G had a credit card with Santander which was in arrears. In October 2022, Mr G spoke with Santander and agreed to a 15-month payment pl... (4 pages)View decision -
Decision Reference DRN-3904723
16 Nov 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3904723 The complaint Mr B complains about the advice given by CST Wealth Management Limited (‘CST’) 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 unsuitable ... (8 pages)View decision -
Decision Reference DRN-4108945
16 Nov 2023 Target Servicing Limited UpheldMortgagesDRN-4108945 The complaint Mr and Mrs D complain that Target Servicing Limited delayed the redemption of their mortgage causing them to mis out on a fixed rate product they’d successfully applied for with another lender. What happened Mr and Mrs D took a mortgage in 2010 to buy their home. ... (7 pages)View decision -
Decision Reference DRN-4238887
16 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4238887 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In May 2022, Miss P was looking to buy a car and saw one she was interested in listed for sale on an online auction website. She contacted the sel... (5 pages)View decision -
Decision Reference DRN-4353767
16 Nov 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4353767 The complaint Mr D is complaining Skyfire Insurance Company Limited has avoided his car insurance policy and declined a claim he made. What happened In August 2022 Mr D bought a car and took out an insurance policy – provided by Skyfire – to insure it. In December 2022 Mr D was... (4 pages)View decision
