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 125716 results
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Decision Reference DRN-4375606
29 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4375606 The complaint Mr and Mrs H complain that errors caused by Santander UK Plc when they switched current accounts meant their mortgage went into arrears. What happened Mr and Mrs H say that Santander admitted liability for errors in the switching process, but it took hours in bran... (2 pages)View decision -
Decision Reference DRN-4346034
29 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4346034 The complaint Mr and Mrs P are unhappy with Admiral Insurance (Gibraltar) Limited’s decision to withdraw cover on their policy. What happened Mr and Mrs P had a joint annual travel insurance policy underwritten by Admiral Insurance Gibraltar Limited (Admiral). They booked a tri... (3 pages)View decision -
Decision Reference DRN-4296262
29 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4296262 The complaint Mr M and Mrs M complain about the way Admiral Insurance (Gibraltar) Limited handled a claim on their travel insurance policy. For ease of reading reference to Admiral includes those acting on its behalf. And all submissions will be referred to as being made by Mrs... (3 pages)View decision -
Decision Reference DRN-4182681
29 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4182681 The complaint Mr K complains that Great Lakes Insurance SE rejected a claim on his mobile phone insurance policy. Where I refer to Great Lakes, this includes its agents and claims handlers acting on its behalf. What happened Mr K made a claim on his policy after his mobile phon... (3 pages)View decision -
Decision Reference DRN-4375114
29 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4375114 The complaint Mr E has a self-invested personal pension (SIPP) with Options UK Personal Pension LLP (formerly) Carey Pension UK LLP (“Options”). Mr E’s complaint is that Options accepted his application to open a SIPP and invest in a property-based investment arrangement witho... (20 pages)View decision -
Decision Reference DRN-4173603
29 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4173603 The complaint Mrs S is unhappy National Westminster Bank – Trading as Ulster Bank (“Ulster Bank”) hasn’t reimbursed the amount she lost when she fell victim to an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t go into ... (5 pages)View decision -
Decision Reference DRN-4090950
29 Sep 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4090950 The complaint Mrs I complains that Epayments Systems Ltd blocked her account and she wasn’t able to access her funds. She’d like compensation for the impact. What happened The facts which led to Mrs I bringing her complaint to our service are well known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-4332210
29 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4332210 The complaint Mr C complains Blue Motor Finance Ltd (BMFL) irresponsibly entered into a hire purchase agreement with him which was unaffordable. What happened Mr C entered into a hire purchase agreement with BMFL on 27 June 2018 for a used car. The total cash value of the car w... (5 pages)View decision -
Decision Reference DRN-4333261
29 Sep 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4333261 The complaint A company which I will refer to as B complain that Prepaid Financial Services Limited failed prevent a scam which B fell victim to, and then refused to reimburse the loss the company incurred as a result. What happened Briefly, in July 2021, B’s accountants receiv... (3 pages)View decision -
Decision Reference DRN-4357473
29 Sep 2023 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-4357473 The complaint Miss B complains about the way Credit Resource Solutions Ltd administered two loan accounts in her name. What happened Miss B took out a loan with a business I’ll call L for £200 in October 2018 and another for £330 in January 2019. Due to arrears, CRS was instruc... (2 pages)View decision
