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 128535 results
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Decision Reference DRN-3977316
26 Apr 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3977316 The complaint Mr C complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (28 pages)View decision -
Decision Reference DRN-4091925
26 Apr 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4091925 The complaint Mr O complains that Mulsanne Insurance Company Limited (MISL) cancelled his motor insurance policy and is now seeking an outstanding balance from him. He wants a refund. What happened Mr O took out a telematics policy with MISL through an online comparison site. T... (3 pages)View decision -
Decision Reference DRN-4069490
26 Apr 2023 Premier Underwriting Ltd UpheldInsuranceDRN-4069490 The complaint Mr and Mrs P complain about the standard of service and communication received from Premier Underwriting Limited (Premier) following an accident when Mrs P was a named driver, under Mr P’s motor insurance policy. I will refer to Mr P as the lead complainant in my ... (3 pages)View decision -
Decision Reference DRN-4097307
26 Apr 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4097307 The complaint Mr S complains that The Royal Bank of Scotland Plc (RBS) declined payments he tried to make to his credit card provider. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr S has a credit ca... (3 pages)View decision -
Decision Reference DRN-4092526
26 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4092526 The complaint Mr M complains that British Gas Insurance Limited (British Gas) declined to replace pipework connected to his heating system following a claim under his home emergency policy. What happened Mr M says that in April 2022 he advised British Gas that three radiators w... (4 pages)View decision -
Decision Reference DRN-4069715
26 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4069715 The complaint Mr T complains that PayrNet, trading as Pockit, restricted access to his account and returned his funds to source. What happened Mr T had an account with Pockit. On 24 March 2022 Pockit restricted access to his account. On 30 March 2022 Mr T contacted our service ... (2 pages)View decision -
Decision Reference DRN-3989443
26 Apr 2023 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-3989443 The complaint Mrs T has complained about the service she’s received from Liverpool Victoria Financial Services Limited (LV) when trying to set up regular pension contributions of £25 per month. What happened Following the cancellation of premiums to her Free Standing Additional... (3 pages)View decision -
Decision Reference DRN-4100290
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4100290 The complaint A company that I’ll refer to as R has complained about Aviva Insurance Limited’s decision to turn down its claim following the theft of an insured vehicle under its Mini Fleet insurance policy, on the basis it did not have an insurable interest in it. R is represe... (3 pages)View decision -
Decision Reference DRN-4063608
26 Apr 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4063608 The complaint Mr M complains Metro Bank PLC hasn’t refunded transactions he’s disputed and fees he’s paid as a result. What happened Mr M has a Metro Bank card and a debit card. Mr M was abroad in October 2022 and stayed with a friend who he says he’s known for over 10 years. H... (2 pages)View decision -
Decision Reference DRN-4082709
26 Apr 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4082709 The complaint Mr E complains The Prudential Assurance Company Limited (Prudential) wrongly informed him he held a personal pension, by way of issuing annual statements for around 10 years. He says his retirement planning has been badly affected when it came to light this was no... (5 pages)View decision