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-3953677
22 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3953677 The complaint Mr S complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in an investment portfolio. He wants Options to put... (40 pages)View decision -
Decision Reference DRN-4311749
22 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4311749 The complaint Mr P complains Admiral Insurance (Gibraltar) Limited haven’t handled claims, the cancellation of his policy, or his contacts with them fairly on his motor insurance policy. What happened I issued a provisional decision setting out what’d happened, and what I thoug... (10 pages)View decision -
Decision Reference DRN-4268824
22 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4268824 The complaint Mr W complains that Creation Financial Services Limited closed his credit card account, which meant he lost out on reward points and a hotel voucher. He’d like to be compensated and to receive the voucher. What happened Mr W held a credit card account with Creatio... (2 pages)View decision -
Decision Reference DRN-4311701
22 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4311701 The complaint Ms B and Mr H are unhappy U K Insurance Limited trading as Churchill (UKI) declined a claim made under their home emergency policy. Where I’ve referred to UKI below, this also includes any actions or communication from their agent acting and handling the claim on ... (5 pages)View decision -
Decision Reference DRN-4305725
22 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4305725 The complaint Mrs S has complained that Clydesdale Bank PLC, trading as Virgin Money (“Clydesdale”), irresponsibly lent to her. What happened Mrs S opened a credit card account with Clydesdale in November 2020 with an initial credit limit of £4,300. Her credit limit was never i... (4 pages)View decision -
Decision Reference DRN-4311660
22 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4311660 The complaint Mr W is unhappy with the settlement he’s been offered by Royal & Sun Alliance Insurance Limited (RSA) after he made a claim under his car insurance policy. What happened In January 2023 Mr W’s car was stolen, so he made a claim to RSA, his car insurance provid... (5 pages)View decision -
Decision Reference DRN-4311577
22 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4311577 The complaint Ms L complains Metro Bank PLC (Metro) closed her credit card account despite her request for a new credit card to be sent. What happened Ms L says she received a letter in November 2022 advising her it was Metro’s intention to close her credit card account due to ... (3 pages)View decision -
Decision Reference DRN-4275903
21 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4275903 The complaint Miss W complains about end of contract charges when her lease agreement with Mercedes- Benz Financial Services UK Limited ended. What happened In December 2019 Miss W was supplied with a car and entered into a lease agreement with MBFS. When the agreement ended, t... (3 pages)View decision -
Decision Reference DRN-4224022
21 Aug 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4224022 The complaint Mr O and Mrs O complain that a door supplied with finance from Shawbrook Bank Limited wasn’t of satisfactory quality. What happened In January 2019 Mr O ordered some replacement windows and doors from a merchant and entered into a fixed sum loan agreement with Sha... (3 pages)View decision -
Decision Reference DRN-4169670
21 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4169670 The complaint Mrs V complains about the way PayPal (Europe) Sarl et Cie SCA dealt with a claim she sought to make in relation to a phone she’d bought online from a third party seller “S”. What happened In May 2022 Mrs V bought a phone from S using credit provided by PayPal. In ... (3 pages)View decision
