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-4044565
27 Mar 2023 Carpenter John Financial Services Ltd UpheldPensions and AnnuitiesDRN-4044565 The complaint Mr D complains that he was advised by Carpenter John Financial Services Ltd to switch a personal pension from Royal London to Prudential, losing a Guaranteed Annuity Rate (GAR) in the process. He believes the advice was unsuitable and wants to be put back in the p... (6 pages)View decision -
Decision Reference DRN-3949005
27 Mar 2023 Santander UK Plc UpheldMortgagesDRN-3949005 The complaint Ms S and Mr W complain that Santander UK Plc withdrew a mortgage offer, which led them to incur additional costs before securing a mortgage from another lender. What happened In October 2021 Ms S and Mr W applied for a mortgage with Santander. Santander assessed t... (3 pages)View decision -
Decision Reference DRN-3933296
27 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3933296 The complaint Ms M complains about the settlement offered to her from Ageas Insurance Limited (Ageas) following a claim under her home insurance policy. What happened Following a leak at Ms M’s home, she contacted Ageas to make a claim. It sent a surveyor to assess the damage a... (2 pages)View decision -
Decision Reference DRN-4047157
27 Mar 2023 American International Group UK Limited UpheldInsuranceDRN-4047157 The complaint Mr V complains about American International Group UK Limited (AIG) poor standard of service, following a claim under his gadget insurance policy. What happened Mr V damaged his phone and contacted AIG to make a claim. It accepted the claim, and a walk-in repair wa... (4 pages)View decision -
Decision Reference DRN-4045046
27 Mar 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4045046 The complaint Mrs A has complained that Tesco Underwriting Limited (Tesco) unfairly declined a claim under her home insurance policy. What happened Mrs A contacted Tesco to make a claim for a water leak. She noticed damage to her kitchen floor and when this was investigated, th... (4 pages)View decision -
Decision Reference DRN-4045148
27 Mar 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4045148 The complaint Mr T is unhappy that Barclays Bank UK PLC are pursuing him to repay an unsecured personal loan taken out in 2014. What happened Mr T has said that he doesn’t remember taking out an unsecured loan in 2014 and that he has never received any contact or correspondence... (3 pages)View decision -
Decision Reference DRN-3934784
27 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3934784 The complaint Mr B complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (‘AFS’) incorrectly reported information about his finance agreement to credit references agencies. What happened Mr B took out a hire purchase agreement with AFS. He say... (3 pages)View decision -
Decision Reference DRN-3541243
27 Mar 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3541243 The complaint Ms P has complained about the service and delays she experienced when trying to access her pension benefits with The Prudential Assurance Company Limited (Prudential). What happened Ms P held a personal pension with Prudential. She has explained that she had inten... (6 pages)View decision -
Decision Reference DRN-3026256
27 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3026256 The complaint Mr E 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... (27 pages)View decision -
Decision Reference DRN-3994781
27 Mar 2023 more 2 life Ltd UpheldMortgagesDRN-3994781 The complaint Mr M complains that more 2 Life Ltd has unfairly declined his request for a further advance on his lifetime mortgage. He says that when he took the lifetime mortgage out with the original lender, further borrowing was an available feature but that since more2life ... (4 pages)View decision