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-4235040
18 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4235040 The complaint Mr O complains that Aviva Life & Pensions UK Limited (Aviva) failed to provide the online service he relied on for his pension plan for a period of five months. And that this caused him financial loss. What happened Mr O has a pension plan with Aviva. He said ... (6 pages)View decision -
Decision Reference DRN-4085205
18 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4085205 The complaint Miss B complains about the quality of a used car she acquired under a hire purchase agreement (“agreement”) with Blue Motor Finance Ltd (“BMFL”). What happened On 8 September 2020 the car was subject to an MOT test (recorded milage 51,301). An MOT test certificate... (4 pages)View decision -
Decision Reference DRN-4230799
18 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4230799 The complaint Ms X complains about the way that U K Insurance Limited (UKI) dealt with her various home insurance and home emergency claims for water damage to her property. What happened Ms X has a number of medical issues and should be regarded as a vulnerable consumer. She m... (6 pages)View decision -
Decision Reference DRN-3969343
18 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-3969343 The complaint Mr and Mrs G have complained about their motor insurer Aviva Insurance Limited as they believe it gave them an inferior courtesy car when their car was damaged in an accident and was being repaired. What happened Mr and Mrs G arranged cover with Aviva in 2019. The... (3 pages)View decision -
Decision Reference DRN-4052267
18 Jul 2023 Oplo PL Ltd UpheldConsumer CreditDRN-4052267 The complaint Ms S complains that Oplo PL Ltd loaded a fraud marker against her on the National Fraud Database. She’d like the marker removed and compensation for the impact caused to her. What happened In October 2022 Ms S made a loan application with Oplo. As part of the appl... (3 pages)View decision -
Decision Reference DRN-4251328
18 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4251328 The complaint Mr and Mrs P are unhappy that Admiral Insurance (Gibraltar) Limited only agreed to pay a proportionate settlement of a claim made under their travel insurance policy. They’re also unhappy with the overall service they received whilst abroad including unreasonable ... (8 pages)View decision -
Decision Reference DRN-4252795
18 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4252795 The complaint Miss W has complained about her car insurer Covea Insurance plc, regarding repairs it completed to her car after she was involved in an accident. What happened Miss W had an accident in July 2021. Covea took her car for repair. The car was returned to her in Novem... (5 pages)View decision -
Decision Reference DRN-4008155
18 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4008155 The complaint Ms B complains about the length of time Metro Bank Plc blocked her account for when she was trying to make a payment. What happened The background to this complaint is well known to both parties, and the facts are not in dispute, so I will mention it only briefly ... (2 pages)View decision -
Decision Reference DRN-3903531
18 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3903531 The complaint Mr C 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 2013, Mr C says he was contacted by a ... (41 pages)View decision -
Decision Reference DRN-4175052
18 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4175052 The complaint Mr D complains that HSBC UK Bank Plc didn’t do enough to protect him from losing money to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In brief summary, in June 2022, Mr D made f... (4 pages)View decision
