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-4213853
8 Aug 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4213853 The complaint Mr S complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited, who I’ll call MotoNovo. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll... (3 pages)View decision -
Decision Reference DRN-4280534
8 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4280534 The complaint Mr T 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 or around mid to late 2012, Mr T was a... (41 pages)View decision -
Decision Reference DRN-3972008
8 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-3972008 The complaint Mr and Mrs D are unhappy with the way U K Insurance Limited (“UKI”) handled a claim they made on their home insurance policy for subsidence. As Mr D primarily dealt with things, for simplicity I’ll refer to him only. Reference to UKI includes its agents and repres... (3 pages)View decision -
Decision Reference DRN-4289829
8 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4289829 The complaint Mr K has complained about his car insurer U K Insurance Limited (UKI) because it has accused him of fraud and declined the theft claim it had previously settled in full. Mr K has been known by another name, but Mr K is the name relevant to this complaint about his... (5 pages)View decision -
Decision Reference DRN-4273534
8 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4273534 The complaint Miss S has complained that Bank of Scotland plc trading as (“Halifax”) acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss S held an account with Halifax with a £250 overdraft facility. Miss S’s acc... (3 pages)View decision -
Decision Reference DRN-4170519
8 Aug 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4170519 The complaint Miss M complains that she has suffered stress and anxiety as a result of her dealings with Scottish Widows Limited (Scottish Widows) in relation to her request to withdraw a tax-free lump sum. What happened In February 2023, Miss M contacted Scottish Widows by tel... (4 pages)View decision -
Decision Reference DRN-4275673
8 Aug 2023 Wakam UpheldInsuranceDRN-4275673 The complaint Mr A complains about how Wakam has dealt with his claim on his commercial motor insurance policy. What happened Mr A is a taxi driver and had an insurance policy for his vehicle that was underwritten by Wakam. In August 2021 he made a claim after a third party cra... (3 pages)View decision -
Decision Reference DRN-4282845
8 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4282845 The complaint Ms L complains that she is unable to use her NewDay Ltd trading as John Lewis Partnership Card account due to verification problems. What happened Ms L says she is unable to register her NewDay account card as she doesn’t have a mobile telephone due to signal prob... (2 pages)View decision -
Decision Reference DRN-4276641
8 Aug 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4276641 The complaint Mr S says Phoenix Life Limited (Phoenix) is responsible for the failure to pay his annuity over a period of nearly a year. After he first raised the problem with the firm it assured him matters would be resolved, but this didn’t happen. He says this caused him con... (5 pages)View decision -
Decision Reference DRN-4288784
8 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4288784 Complaint Miss S has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says she’s struggled to repay the loan as it was unaffordable from the outset. In Miss S’ view, L2G should have realised this at the time it provided the funds to her and it therefore i... (3 pages)View decision
