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-3999016
10 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3999016 The complaint Mr J complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his application for a self-invested personal pension (SIPP). He says, it shouldn’t have accepted business from Caledonian International Associates (Caledonian) - an... (42 pages)View decision -
Decision Reference DRN-4316615
10 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4316615 The complaint Mr D complains that the vehicle he acquired through a hire purchase agreement with Creation Consumer Finance Ltd wasn’t of satisfactory quality. He wants to reject the car and have his costs refunded. What happened Mr D acquired a used vehicle through a hire purch... (3 pages)View decision -
Decision Reference DRN-4095865
10 Nov 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4095865 The complaint Mr O complains PayrNet Limited (“PL”), trading as Chippercash, restricted his account, closed it, and returned the funds in it to the source accounts. What happened In January 2022, PL blocked Mr O’s access to his account following an internal review. It asked him... (4 pages)View decision -
Decision Reference DRN-4245452
10 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4245452 The complaint Mr L complains about a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc (trading as Kia Financial Services). What happened In September 2021 Mr L acquired a used car under a regulated conditional sale agreement with Kia Financial... (3 pages)View decision -
Decision Reference DRN-4435738
10 Nov 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4435738 The complaint Company M (“M”) complain Epayments Systems Ltd (“Epayments”) blocked their account and withheld the funds in it. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA) placed limitations on Epayments. As a result Epayments were not ... (4 pages)View decision -
Decision Reference DRN-4310624
10 Nov 2023 PSFM Limited UpheldPensions and AnnuitiesDRN-4310624 The complaint Mr M complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. PSFM Limited is responsible for answering this complaint and so to keep things consistent, I’... (5 pages)View decision -
Decision Reference DRN-4435357
10 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4435357 The complaint Mr A has complained that esure Insurance Limited declined to meet a claim he made under his home insurance policy. What happened In summary Mr A made a claim for storm damage to his roof – his evidence is that it was caused by storm Eunice. esure believes the dama... (3 pages)View decision -
Decision Reference DRN-4399276
10 Nov 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4399276 The complaint Miss K and Mr W complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents. What happened Miss K and Mr W had a single trip travel insurance policy to cover their trip abroad from 22 June to 8 July... (3 pages)View decision -
Decision Reference DRN-4450367
10 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4450367 The complaint Mr P complains that AXA Insurance UK Plc (AXA) declined his claim for damage caused by an infestation of mice, under his home buildings insurance policy. What happened Mr P says he noticed a damp patch on his kitchen ceiling. Upon investigation he found several le... (4 pages)View decision -
Decision Reference DRN-4411967
10 Nov 2023 Ageas Insurance Limited UpheldInsuranceDRN-4411967 The complaint Miss A complains that Ageas Insurance Limited paid another driver’s claim against her motor insurance policy. She wants it to increase its compensation and prosecute the other driver for fraud. What happened Another driver notified Ageas that Miss A had hit and da... (3 pages)View decision
