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-4149422
23 Aug 2023 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4149422 The complaint Mr K complains about the quality of a car he has been financing through an agreement with FCA Automotive Services UK Ltd, trading as Fiat Financial Services, and who I’ll call FCA. What happened The details of this complaint are well known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-4282382
23 Aug 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4282382 The complaint Mrs T complains about some charges that have been deducted from her pension investments. She says that an appointed representative of St. James's Place Wealth Management Plc (“SJPWM”) failed to provide her with sufficient information about those charges, and ... (4 pages)View decision -
Decision Reference DRN-4299451
23 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4299451 The complaint Miss R complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled trying to fit a telematics device required by her car insurance policy. When I mention Admiral I also mean its suppliers. What happened Miss R took out a car insurance policy with... (4 pages)View decision -
Decision Reference DRN-4195484
23 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4195484 Complaint Mr B is unhappy with the way Lloyds Bank PLC handled things after he fell victim to a scam. Background In May 2022, Mr B fell victim to an investment scam. In total, he lost a little over £5,000. Lloyds has since reimbursed these losses, but Mr B remains unhappy about... (2 pages)View decision -
Decision Reference DRN-4283103
23 Aug 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-4283103 The complaint Ms S is unhappy that Citibank UK Limited blocked a transfer she instructed and with the service she received surrounding that blocked transfer. What happened Ms S instructed a transfer of £70 from her Citibank account to a third-party recipient. But the recipient ... (2 pages)View decision -
Decision Reference DRN-4178893
23 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4178893 The complaint Mr and Mrs H complain that QIC Europe Limited (QIC) have declined their claim for vandalism under their home insurance policy. What happened Mr and Mrs H took out home insurance with QIC. In February 2023 a wall at the front of their property was damaged by vandal... (2 pages)View decision -
Decision Reference DRN-4314383
23 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4314383 The complaint Mr A complains about delays caused by Advantage Insurance Company Limited (Advantage) when validating his claim following the theft of his car, under his motor insurance policy. What happened Mr A’s car was stolen in October 2022 from his garage. He made a claim t... (5 pages)View decision -
Decision Reference DRN-4314255
23 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4314255 The complaint Mr H complains that the pop-ups on Bank of Scotland plc’s website – trading as Halifax - make it harder for him to manage his account online given that he’s visually impaired. He also complains about its one-time passcodes, saying that they aren’t accessible. What... (4 pages)View decision -
Decision Reference DRN-3744376
23 Aug 2023 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3744376 The complaint Mr P complains about the advice given by Mulberry Wealth Management Limited (MWM) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a f... (11 pages)View decision -
Decision Reference DRN-4273795
23 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4273795 The complaint Mr H complains that Aviva Insurance Limited (Aviva) has declined part of his claim under his home insurance policy following damage to his garage. What happened In February 2022 Mr H’s property was damaged by a falling tree from a neighbouring garden, and he made ... (4 pages)View decision
