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 121876 results
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Decision Reference DRN-3947579
7 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3947579 The complaint Mr M complains because Great Lakes Insurance SE (‘Great Lakes’) hasn’t paid a claim for a cancelled holiday under his travel insurance policy. All references to Great Lakes include the agents it has appointed to handle claims on its behalf. What happened In March ... (4 pages)View decision -
Decision Reference DRN-3863990
6 Feb 2023 Santander UK Plc UpheldConsumer CreditDRN-3863990 The complaint Mr P complains that Santander UK Plc lent to him irresponsibly. What happened Mr P’s complaint is about a loan provided by Santander. The loan was for £10,000 over a term of 60 months with monthly repayments of £227.97. Mr P complains that Santander lent to him ir... (3 pages)View decision -
Decision Reference DRN-3833130
6 Feb 2023 Quilter Wealth Ltd UpheldInsuranceDRN-3833130 The complaint Ms H complains Quilter Wealth Ltd made an error when it sold her an income protection policy, and says this caused her claim to be declined. What happened Ms H held an income protection policy which she originally took out in 2016, on the advice of Quilter. In 202... (3 pages)View decision -
Decision Reference DRN-3535135
6 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3535135 The complaint Mr M complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (45 pages)View decision -
Decision Reference DRN-3949488
6 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3949488 The complaint Mrs R says ReAssure Limited was responsible for delaying the payment of benefits from one of her personal pension plans. This meant that instead of taking funds in the 2020/21 tax- year as she’d planned, she received the monies in 2021/22 thereby incurring an addi... (3 pages)View decision -
Decision Reference DRN-3873501
6 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3873501 The complaint Mr H has complained that U K Insurance Limited trading as Privilege (UKI) unfairly cancelled his car insurance policy. What happened Mr H bought a car insurance policy with UKI in January 2022. In July 2022 he called UKI as Mr H owed a monthly premium. He asked to... (3 pages)View decision -
Decision Reference DRN-3853043
6 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3853043 The complaint Mr E has complained about the service Bank of Scotland plc trading as Halifax provided when he sent three international payments to his bank account in Indonesia. What happened Mr E says on 5 August, 1 September and 5 October 2022 he made three international payme... (2 pages)View decision -
Decision Reference DRN-3830247
6 Feb 2023 Carnegie Consumer Finance Limited UpheldConsumer CreditDRN-3830247 The complaint Mr P complains that Carnegie Consumer Finance Limited won’t reimburse him in respect of a training course that he financed using a fixed sum loan agreement it supplied. Mr P says the course provider “N” described the course in a way he feels was misleading and tha... (6 pages)View decision -
Decision Reference DRN-3821713
6 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3821713 The complaint Mrs N complains about how NewDay Ltd responded to a claim she made about a purchase on her credit card. What happened Mrs N bought tickets for a concert from a ticket agency (‘the supplier’) using her NewDay credit card. The concert was due to take place in August... (3 pages)View decision -
Decision Reference DRN-3945879
6 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3945879 The complaint Mrs P complains that Aviva Life & Pensions UK Limited didn’t comply with her instructions when she took benefits under her personal pension policy. What happened Mrs P had a ‘Guernsey GA Personal Pension’ policy with General Accident Life Services Limited (GA)... (7 pages)View decision
