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 119923 results
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Decision Reference DRN-3860485
15 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3860485 The complaint Mr B complains that Santander UK Plc lent to him irresponsibly. What happened Mr B opened a credit card account with Santander in November 2010. His account limit was set at £3,400 and was never increased. Mr B says he couldn’t afford the credit. He says he had lo... (5 pages)View decision -
Decision Reference DRN-3819607
15 Dec 2022 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-3819607 The complaint Mr L complains that Shawbrook Bank Limited’s (“Shawbrook”) process to amend his nominated account details was inadequate and caused him delays accessing his savings account. What happened Mr L held a savings account with Shawbrook. Deposits to and withdrawals from... (3 pages)View decision -
Decision Reference DRN-3825384
15 Dec 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3825384 The complaint Miss O and Mr T complain that St Andrew’s Insurance Plc has treated them unfairly when calculating the cost of their buildings insurance policy over a number of years. What happened Miss O and Mr T purchased their home insurance when mortgaging their property. The... (4 pages)View decision -
Decision Reference DRN-3828500
15 Dec 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3828500 The complaint Miss C complains that PayPal (Europe) Sarl et Cie SCA refunded a buyer under its buyer protection policy, despite her providing proof of delivery. What happened In mid-2022, Miss C received a payment of around £600 into her PayPal account after selling an item via... (2 pages)View decision -
Decision Reference DRN-3716097
15 Dec 2022 Uinsure Limited UpheldInsuranceDRN-3716097 The complaint Ms C complains about Uinsure Limited’s (Uinsure) handling of her landlord insurance policy renewal. What happened The background of this complaint is known in detail to the parties involved so below is a summary of the key points. Ms C purchased a landlord buildi... (2 pages)View decision -
Decision Reference DRN-3861353
15 Dec 2022 Hunter Mills Limited UpheldPensions and AnnuitiesDRN-3861353 The complaint Mr R complains about the advice given by Hunter Mills Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss. What ... (13 pages)View decision -
Decision Reference DRN-3855731
15 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3855731 The complaint Mr B complains is unhappy with how Ageas Insurance Limited has administered his motor insurance policy and the details it has recorded on an external database. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-3859969
15 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3859969 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) wasn’t fit for purpose. What happened Mr M entered into a hire purchase agreement with VWFS in October 2019 to acquire a used car. At t... (5 pages)View decision -
Decision Reference DRN-3841239
15 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3841239 The complaint Mr and Mrs R complain Aviva Insurance Limited have unfairly declined a claim they made under a home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on providing my... (2 pages)View decision -
Decision Reference DRN-2868840
15 Dec 2022 Wealthmasters Financial Management Ltd UpheldPensions and AnnuitiesDRN-2868840 The complaint Mr R complains about the advice given by Wealthmasters Financial Management Ltd (‘WFM’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). The BSPS was a defined benefit (‘DB’) occupational p... (11 pages)View decision
