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 122183 results
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Decision Reference DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 pages)View decision -
Decision Reference DRN-3918718
20 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3918718 The complaint Miss J complains that Revolut Ltd won’t refund money she lost after falling victim to a scam. What happened In September 2022, Miss J got a text message which said she was eligible for an energy bill discount and provided a link for her to claim the money. Miss J ... (4 pages)View decision -
Decision Reference DRN-4215875
20 Jul 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4215875 The complaint Mr D is complaining about Startline Motor Finance Limited’s decision to lend to him – he says the loan was unaffordable. What happened In July 2020, Mr D took out a hire purchase agreement with Startline to finance the purchase of a car. He paid a deposit of £2,50... (4 pages)View decision -
Decision Reference DRN-3283768
20 Jul 2023 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-3283768 The complaint Mr D complains about the advice given by Beacon IFA Limited (Beacon) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes this has ... (12 pages)View decision -
Decision Reference DRN-4182997
20 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4182997 The complaint Mr K complains about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) handled a Mileage Money Back (MMB) claim he made. What happened Mr K took out a motor insurance policy with UKI in January 2022. UKI offered a MMB which meant if Mr K drove l... (3 pages)View decision -
Decision Reference DRN-4256043
20 Jul 2023 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4256043 The complaint Mr U complains about how Ocaso SA, Compania de Seguros y Reaseguros handled and settled his claim on his home insurance policy .What happened Mr U is the leaseholder of a flat that benefits from a home insurance policy underwritten by Ocaso. In January 2021 there ... (6 pages)View decision -
Decision Reference DRN-4250800
20 Jul 2023 Western Circle Ltd UpheldConsumer CreditDRN-4250800 The complaint Mr M complains that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out sufficient affordability checks before it granted a loan which he couldn’t afford to repay. What happened Mr M took one loan from Cashfloat for £900 on 5 August 2022. Mr M w... (5 pages)View decision -
Decision Reference DRN-4256057
20 Jul 2023 Wakam UpheldInsuranceDRN-4256057 The complaint Mr A complains Wakam unfairly declined his claim on his motor insurance policy after his car was stolen. Wakam are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the representative of Wakam. As Wakam have accepted ... (3 pages)View decision -
Decision Reference DRN-4256045
20 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4256045 The complaint Mr S has complained about the amount Admiral Insurance (Gibraltar) Limited paid in settlement of a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full d... (4 pages)View decision -
Decision Reference DRN-4110208
19 Jul 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4110208 The complaint Mr S’s complaint relates to a car BMW Financial Services (GB) Limited (“BMWFS”) supplied to him under a hire-purchase agreement What happened In May 2022 Mr S entered into a hire-purchase agreement under which BMWFS supplied him with a used car. At the time the ca... (4 pages)View decision
