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 121262 results
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Decision Reference DRN-3804443
22 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3804443 The complaint Mr T complains about how Royal & Sun Alliance Insurance plc (RSA) handled a claim under his motor insurance policy. What happened Mr T bought a motor insurance policy from RSA covering his car. In September 2021, Mr T was involved in a motor accident in which ... (4 pages)View decision -
Decision Reference DRN-3760140
22 Nov 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3760140 The complaint Mrs K complains on behalf of Mr S about how Advantage Insurance Company Limited (Advantage) handled a claim on his motor insurance policy. What happened For ease of reading, I’ll refer to Mr S throughout. Mr S had a motor insurance policy with Advantage covering h... (3 pages)View decision -
Decision Reference DRN-3661328
22 Nov 2022 INTERESTME FINANCIAL PLANNING LIMITED UpheldPensions and AnnuitiesDRN-3661328 The complaint Mr H complains that he was given unsuitable advice by Wise Pension Group Limited to switch his personal pension plans (PPPs) to a self invested personal pension (SIPP). Wise Pension Group is now InterestMe Financial Planning Limited (InterestMe). For ease, I’ve re... (7 pages)View decision -
Decision Reference DRN-3814941
22 Nov 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3814941 The complaint Mr H says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr H took out a 24-month instalment loan for £2,000 from 118 118 Money in February 2019. The monthly repayment was £129.38 and the total repayable was £3,105.12. Mr... (3 pages)View decision -
Decision Reference DRN-3812046
22 Nov 2022 Nationwide Building Society UpheldMortgagesDRN-3812046 The complaint Mr and Mrs K complain that when they asked Nationwide Building Society to use the drawdown facility to borrow back some of the money they’d overpaid on their mortgage, it refused, on the basis of an internal policy that Mr and Mrs K couldn’t have been aware of. Wh... (7 pages)View decision -
Decision Reference DRN-3818779
22 Nov 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3818779 The complaint Mr D complains that Admiral Insurance Company Limited (Admiral) charged a fee when cancelling within 14-days of agreeing his motor insurance policy. He doesn’t think he should be charged within this period. What happened Mr D says he agreed to a policy with Admira... (4 pages)View decision -
Decision Reference DRN-3599070
22 Nov 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3599070 The complaint Mrs H complains that Ikano Bank AB (publ) (“Ikano”) have been unreasonable to reject a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-3771482
22 Nov 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3771482 The complaint Mr T has complained that Metro Bank PLC (‘Metro’) has declined to refund the money he’s lost to a scam. What’s happened? Mr T has fallen victim to an investment scam. On 4 March 2019, he paid £33,000 via faster payment to a company I’ll refer to as ‘V’ (‘the payme... (3 pages)View decision -
Decision Reference DRN-3812835
22 Nov 2022 Legal and General Assurance Society Limited UpheldInsuranceDRN-3812835 The complaint Ms W complains about Legal and General Assurance Society Limited’s (L&G) decision to stop paying her income protection insurance claim. What happened Ms W is insured under her employer’s group income protection insurance policy. In July 2020, Ms W was signed-o... (5 pages)View decision -
Decision Reference DRN-3799297
22 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3799297 The complaint Mr C is unhappy that Tesco Personal Finance PLC (trading as Tesco Credit Card) has refused to refund two payments he made using his credit card, after falling victim to a scam. What happened Towards the end of March 2021, Mr C received an email from his boss askin... (3 pages)View decision
