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 128535 results
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Decision Reference DRN-4418018
17 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4418018 The complaint Miss D complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint i... (4 pages)View decision -
Decision Reference DRN-4436541
17 Nov 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4436541 The complaint Mr H is unhappy with Casualty & General Insurance Company (Europe) Ltd’s decision to make only a partial payment in respect of veterinary fees claimed for under his pet insurance policy. Any reference to Casualty & General Insurance Company (Europe) Ltd (C... (2 pages)View decision -
Decision Reference DRN-4018020
17 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4018020 The complaint Mr M complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his application for a self-invested personal pension (SIPP). He says, it shouldn’t have accepted business from Caledonian International Associates (‘Caledonian’) - ... (42 pages)View decision -
Decision Reference DRN-4303681
17 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4303681 The complaint Miss J complains about the way in which Creation Consumer Finance Ltd dealt with her in response to a claim she made through the connected lender liability provisions of section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Miss J acquired a sof... (3 pages)View decision -
Decision Reference DRN-4354451
17 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4354451 The complaint Mrs P complains that Santander UK Plc has blocked a transaction and has restricted her access to her account. What happened In August 2022, Mrs P instructed an international transfer with Santander, but this payment wasn’t made. Santander instead blocked the trans... (3 pages)View decision -
Decision Reference DRN-4463765
17 Nov 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4463765 The complaint Miss G complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) declined a claim she made on her pet insurance policy. What happened Miss G had a Horse and Rider policy with NFU. The policy started on 11 July 2... (6 pages)View decision -
Decision Reference DRN-4462627
17 Nov 2023 Close Brothers Limited UpheldConsumer CreditDRN-4462627 The complaint Mrs Y complains about Close Brothers Limited trading as Braemar Finance’s (“Braemar”) decision not to meet a claim she made under section 75 of the Consumer Credit Act 1974 (“section 75”) in respect of a fixed sum loan agreement she took out with them. What happen... (3 pages)View decision -
Decision Reference DRN-3955281
17 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3955281 The complaint Mr and Mrs P complain about how Royal & Sun Alliance Insurance Limited (RSA) has dealt with a claim under a buildings insurance policy. Any reference to RSA includes the actions of its agents. What happened Mr and Mrs P have a subsidence related building insur... (2 pages)View decision -
Decision Reference DRN-4284867
17 Nov 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4284867 The complaint Mr C complains about a payment made using his credit card with Sainsbury’s Bank Plc (“Sainsbury’s”). What happened Mr C received a new credit card from Sainsbury’s. He says he tried to use the card but was unsuccessful and that Sainsbury’s assured him there was no... (2 pages)View decision -
Decision Reference DRN-4325619
17 Nov 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4325619 The complaint Mr R complains about the installation of solar panels that he funded using a fixed sum loan agreement with Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) What happened In March 2015, Mr R entered into a fixed sum loan agreement w... (4 pages)View decision