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 128312 results
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Decision Reference DRN-4120014
16 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4120014 The complaint Mr A complains about Ageas Insurance Limited’s handling of a claim he made under his home insurance policy. What happened In mid-2022, Mr A made a claim under his home insurance policy with Ageas after an airline lost his luggage. Mr A said he’d made a claim with ... (3 pages)View decision -
Decision Reference DRN-3903292
16 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3903292 The complaint Mr W 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... (41 pages)View decision -
Decision Reference DRN-4115503
16 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4115503 The complaint Mrs C complains that Aviva Insurance Limited (Aviva) declined a claim for a broken door lock under her home emergency policy. What happened Mrs C says the front door lock at her home broke, which meant it couldn’t be used. She had to use a rear gate in order to ac... (3 pages)View decision -
Decision Reference DRN-4193000
16 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4193000 The complaint Ms R complains NewDay Limited trading as Aqua has declined claims she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I made a provisional decision on this complaint on 26 May 2023, in which I said I was minded to uphold Ms R’s comp... (16 pages)View decision -
Decision Reference DRN-3848396
16 Jun 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3848396 The complaint Mr O complains he was mis-sold an investment he made in a bond issued by Basset & Gold Plc (“B&G Plc”). Mr O says he was misled that the bond was a secure investment – but has since lost his money as the bond issuer has gone into administration. What happe... (9 pages)View decision -
Decision Reference DRN-4118947
16 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4118947 The complaint Mr D and Miss J complain that Inter Partner Assistance SA (IPA) hasn’t fully settled a lost baggage claim they made on a travel insurance policy. As Mr D brought the complaint to us, for ease, I’ve referred mainly to him. What happened The background to this compl... (3 pages)View decision -
Decision Reference DRN-4054335
16 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4054335 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money allowed a £600 money transfer to go to an account that wasn’t his. What happened Mr B made a purchase from a private seller for goods costing £600. He used the money transfer facility on his Virgin Mo... (4 pages)View decision -
Decision Reference DRN-3776624
16 Jun 2023 Cambridge Building Society UpheldMortgagesDRN-3776624 The complaint Mr D and Mrs J are unhappy that Cambridge Building Society (“Cambridge”) caused unnecessarily delays when they were trying to obtain a mortgage. They said that because of the delays, they have incurred costs and lost out on the stamp duty holiday. What happened Mr... (5 pages)View decision -
Decision Reference DRN-4149460
16 Jun 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4149460 The complaint Mr G complains that Tesco Personal Finance PLC trading as Tesco Bank was irresponsible in its lending to him. What happened Mr G was provided with a Tesco Bank credit card in January 2020. The initial credit limit was £3,800 and this hasn’t been increased. Mr G do... (3 pages)View decision -
Decision Reference DRN-3823148
16 Jun 2023 GPUK LLP UpheldBanking and PaymentsDRN-3823148 The complaint L, a limited company, is unhappy that GPUK LLP won’t refund a transaction which it didn’t authorise. What happened L operates a retail premises. A group of individuals approached the sales counter. They asked to purchase a number of products. In order to complete ... (4 pages)View decision