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 122183 results
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Decision Reference DRN-3761833
19 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3761833 The complaint Miss E is a sole trader. She complains that Santander UK Plc treated her unfairly and acted in a discriminatory way when it declined her Bounce Back Loan application. Miss E is represented by Ms W, however, for ease I’ll refer to Miss E throughout the decision. Wh... (8 pages)View decision -
Decision Reference DRN-3740368
19 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3740368 The complaint Mr E has complained about the service received from Aviva Insurance Limited (‘Aviva’) under his home emergency policy. For ease of reference, the term ‘Aviva’ includes its agents, representatives and contractors. What happened In August 2021, Mr E reported to Aviv... (4 pages)View decision -
Decision Reference DRN-3761090
19 Oct 2022 MD Insurance Services Limited UpheldInsuranceDRN-3761090 The complaint Mr and Mrs H complain about how MD Insurance Services Limited administered a building warranty policy, that it incorrectly cancelled the policy and that it failed to find a new provider to cover their property. What happened The following events led to this compla... (3 pages)View decision -
Decision Reference DRN-3495263
19 Oct 2022 Rowanbank Financial Consultants Limited UpheldPensions and AnnuitiesDRN-3495263 The complaint Mr R complains about the advice given by Rowanbank Financial Consultants Limited (Rowanbank) to transfer the benefits from his defined-benefit (DB) occupational pension scheme (OPS), and a personal pension, to a self-invested personal pension (SIPP). He says the a... (10 pages)View decision -
Decision Reference DRN-3688585
19 Oct 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3688585 The complaint Mr L complains about Domestic & General Insurance Plc (DGI) and their failure to provide him with a new satellite TV box, in line with the terms and conditions of the insurance policy he held with them. Mr L is also unhappy with the way he was spoken to when h... (4 pages)View decision -
Decision Reference DRN-3742661
19 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3742661 The complaint Mr M complains about the advice he received from Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme (‘OPS’) to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable f... (9 pages)View decision -
Decision Reference DRN-3755243
19 Oct 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3755243 The complaint Mr B complains that a car that he acquired from a dealership that I will call “O”, under a hire purchase agreement (“HP agreement”) with Blue Motor Finance Ltd (”BMFL”), was of unsatisfactory quality. Mr B would like to be able to reject the car and to be appropri... (5 pages)View decision -
Decision Reference DRN-3661478
19 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3661478 The complaint Mrs C complains about the advice she received from Portal Financial Services LLP, trading as Portal Financial, (Portal) to switch the benefits she held in two defined contribution personal pensions (PP) to a Self-Invested Personal Pension (SIPP). What happened Mrs... (8 pages)View decision -
Decision Reference DRN-3753703
18 Oct 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3753703 The complaint Mrs E and Mr E have complained about the service received by Inter Partner Assistance SA (‘IPA’) under their home emergency policy following a water leak. For avoidance of doubt, in this decision, ‘IPA’ includes its representatives, agents and contractors. What ha... (5 pages)View decision -
Decision Reference DRN-3255834
18 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3255834 The complaint Miss S complains that TSB Bank plc failed to process a chargeback as she’d requested. She also complains that the bank wrote to her via email rather than letter as she’d asked. What happened In February 2021, Miss S purchased some items online from a clothes shop.... (2 pages)View decision
