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 125267 results
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Decision Reference DRN-3686674
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3686674 The complaint Mr W1 complains Santander UK Plc (“Santander”) terminated access to his accounts following the registration of an Enduring Power of Attorney (“EPA”). Mr W1 is assisted in bringing this case by his Attorney, Mr W2. What happened Mr W1 made an EPA on 19 September 20... (3 pages)View decision -
Decision Reference DRN-3782357
6 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3782357 The complaint Mr N is unhappy that QIC Europe Ltd (QIC) has declined his claim for storm damage under his home insurance policy. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In January 2022 Mr N’s conservato... (4 pages)View decision -
Decision Reference DRN-3375752
6 Jan 2023 Roberts Boyt Limited UpheldPensions and AnnuitiesDRN-3375752 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan in 2017. Roberts Boyt Limited is responsible for answering this complaint and so to keep things consist... (12 pages)View decision -
Decision Reference DRN-3857609
6 Jan 2023 Right Choice Insurance Brokers Ltd UpheldInsuranceDRN-3857609 The complaint Mr R complains that Right Choice Insurance Brokers Ltd never informed him his commercial vehicle insurance policy was cancelled. Reference to Right Choice includes its agents. What happened Mr R took out a commercial vehicle insurance policy with Right Choice (an ... (3 pages)View decision -
Decision Reference DRN-3885554
6 Jan 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3885554 The complaint Ms P complains that The Prudential Assurance Company Limited (Prudential) failed to clearly explain the medical conditions that may have made her eligible for an enhanced annuity when she took her pension benefits in 2008. What happened Ms P took her pension benef... (7 pages)View decision -
Decision Reference DRN-3885118
6 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3885118 The complaint Mr D and Miss R complain that Ageas Insurance Limited have unfairly declined a claim they made on a legal expenses insurance policy. All references to Ageas include their claims handlers and agents. What happened Mr D and Miss R have a legal expenses insurance pol... (3 pages)View decision -
Decision Reference DRN-3684989
6 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3684989 The complaint Mr G complains about the service he received from Admiral Insurance (Gibraltar) Limited (“Admiral”) following a claim he made for fire damage. What happened Mr G’s home was damaged in a fire in December 2020. He made a claim to Admiral and it started reinstatement... (3 pages)View decision -
Decision Reference DRN-3825733
6 Jan 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3825733 The complaint Mrs W is unhappy that Sainsbury’s Bank Plc (‘SB’) declined to refund her a payment she made using her credit card. What happened In summary, Mrs W made payments towards the venue for her daughter’s wedding. She says that because of the global Covid-19 pandemic the... (4 pages)View decision -
Decision Reference DRN-3863034
6 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3863034 The complaint Mr S has complained about the way U K Insurance Limited trading as Privilege (UKI) handled a claim he made under his car insurance policy. What happened On 19 May 2022 Mr S’s car was stolen but quickly recovered damaged. Mr S wanted to use his preferred garage to ... (3 pages)View decision -
Decision Reference DRN-3826178
6 Jan 2023 Morses Club PLC UpheldConsumer CreditDRN-3826178 The complaint Mrs D, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Mrs D was advanced six home collected loans between March 2018 and November 2019. I’ve included s... (5 pages)View decision
