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 125299 results
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Decision Reference DRN-4261967
24 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4261967 The complaint Ms B is unhappy with ReAssure Limited’s confusing and contradictory messages regarding the value of her pension, and their refusal to honour a minimum pension payment that she felt her policy entitled her to. Ms B has been represented by a financial advisor throug... (6 pages)View decision -
Decision Reference DRN-4192414
24 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4192414 The complaint Miss P has complained that HSBC UK Bank Plc (HSBC) has refused to refund her the money she lost as a result of a scam. While HSBC initially credited the lost funds to Miss P’s account, they later debited the funds following the results of their investigations. HSB... (5 pages)View decision -
Decision Reference DRN-4249114
24 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4249114 The complaint Mrs K has complained that Santander UK Plc (Santander) has refused to refund the money she lost falling victim to a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-3822243
24 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3822243 The complaint Mr W complains that Great Lakes Insurance SE declined his pet insurance claim. My references to Great Lakes include its agents. What happened In June 2021 Mr W bought a pet insurance policy on-line for his and his partner’s dogs. He bought the optional add on of ‘... (4 pages)View decision -
Decision Reference DRN-4248099
24 Jul 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4248099 The complaint Mr B complains that a used vehicle supplied by Oodle Financial Services Limited (trading as Oodle Car Finance) under a finance agreement was of unsatisfactory quality. What happened On 3 November 2020, Mr B acquired a van with a hire purchase agreement (HPA) from ... (7 pages)View decision -
Decision Reference DRN-4261229
24 Jul 2023 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-4261229 The complaint Mr M says Aberdeen Standard Fund Managers Limited (‘ASFML’) is responsible for the delay in liquidating his fund holding and remitting the proceeds to his Self-Invested Personal Pension (‘SIPP’). ASFML disagrees. It says it did not delay the liquidation and did no... (10 pages)View decision -
Decision Reference DRN-3987052
24 Jul 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3987052 The complaint Mr W complains that Oplo PL Limited won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr W and his wife had purchased a total of 350,001 members... (4 pages)View decision -
Decision Reference DRN-4090750
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4090750 The complaint Mrs B complains Nationwide Building Society unfairly blocked her account, she was made to feel like she was a criminal, and she was put to unnecessary inconvenience. She says this made her underlying health conditions worse and she wants compensation. What happene... (5 pages)View decision -
Decision Reference DRN-4262959
24 Jul 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4262959 The complaint Mr C has complained about the settlement he was offered by Fortegra Europe Insurance Company Ltd (Fortegra) under a furniture warranty. What happened Mr C contacted Fortegra to make a claim for damage to his sofa under a furniture warranty. Fortegra assessed the d... (4 pages)View decision -
Decision Reference DRN-4262006
24 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4262006 The complaint The trustees of a trust which I’ll refer to as H, complain that Santander UK Plc allowed H’s beneficiary to gain access to and withdraw the funds that were deposited in its account (the Account) What happened The background to the complaint is set out in my provis... (7 pages)View decision
