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 125399 results
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Decision Reference DRN-4298517
8 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4298517 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim he made under his home emergency policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral has accepted ... (3 pages)View decision -
Decision Reference DRN-4315906
8 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4315906 The complaint A company, which I’ll refer to as W, complain that Advanced Payment Solutions Limited trading as Cashplus won’t refund an unauthorised payment taken from their account. Ms F, Mr F and Mr C, the directors of W, bring this complaint on W’s behalf. What happened The ... (2 pages)View decision -
Decision Reference DRN-4322304
8 Sep 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4322304 The complaint Mr F complains about Assurant General Insurance Limited’s, trading as Assurant, settlement of his mobile phone insurance claim. My references to Assurant include its agents. What happened Mr F has mobile phone insurance through his bank account. The insurer is Ass... (5 pages)View decision -
Decision Reference DRN-4295585
8 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4295585 The complaint Mr M’s complaint concerns Bank of Scotland’s (BoS) actions surrounding his attempts to make payments to what he thought was a legitimate investment, but which turned out to be a scam. What happened The details of this complaint are well-known to both parties. And ... (3 pages)View decision -
Decision Reference DRN-4336090
8 Sep 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4336090 The complaint Mrs W has complained about Inter Partner Assistance SA (IPA). She is unhappy about the way it dealt with a claim under her home emergency insurance policy. For ease of reading any reference to IPA includes its agents. What happened Mrs W made acclaim under her hom... (2 pages)View decision -
Decision Reference DRN-4063476
8 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4063476 The complaint Mr R 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 early 2013, Mr R was contacted by a re... (42 pages)View decision -
Decision Reference DRN-4312175
8 Sep 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4312175 The complaint Mrs H complains that Tesco Personal Finance PLC trading as Tesco Bank irresponsibly gave her a credit card that she couldn’t afford to repay. Mrs H also complains that credit limit increases to the card were made on several occasions with no checks carried out on ... (3 pages)View decision -
Decision Reference DRN-4293472
8 Sep 2023 Bank of Ireland (UK) Plc UpheldMortgagesDRN-4293472 The complaint Mr J complains Bank of Ireland (UK) Plc recorded missed mortgage payments on his credit file that affected his re-mortgage application and caused him financial problems. What happened Mr J had a residential mortgage with Bank of Ireland (UK) Plc (BoI). In 2022 he ... (4 pages)View decision -
Decision Reference DRN-4322066
8 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4322066 The complaint Mr Q has complained about the way AWP P&C SA (‘AWP’) handled his claim. What happened Mr Q bought a travel insurance policy, underwritten by AWP. Mr Q went abroad but unfortunately, on his way home, he suffered a heart attack at the airport and needed emergenc... (2 pages)View decision -
Decision Reference DRN-4333096
8 Sep 2023 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4333096 The complaint Miss D says Oplo PL Ltd irresponsibly lent to her. What happened Miss D took out a 60-month instalment loan from Oplo on 17 September 2020. It was for £15,000 and the monthly repayments were £387.44. The total repayable was £23,246.60. The purpose of the loan was ... (4 pages)View decision
