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-3626669
15 Mar 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-3626669 The complaint Miss J and Mrs J complain about the quality of a vehicle they acquired through a hire purchase agreement financed by Mann Island Finance Limited (Mann Island). The complaint is brought by Miss J with Mrs J’s agreement. For ease of reading, I’ll refer to Miss J thr... (4 pages)View decision -
Decision Reference DRN-3980986
15 Mar 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3980986 The complaint Ms P complains about a faulty car she hired from Santander Consumer (UK) Plc (trading as Santander Consumer Contract Hire). What happened In December 2021 Ms P acquired a new car from Santander under a hire agreement for two years. She agreed to pay £7,300 right a... (3 pages)View decision -
Decision Reference DRN-3340132
15 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3340132 The complaint Mr R transferred his defined benefit occupational pension into a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP, formerly Carey Pensions UK LLP (Options). This, and the investment in it, was recommended by an unregulated business calle... (41 pages)View decision -
Decision Reference DRN-3931384
15 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3931384 The complaint Mr B complains about the quality of repairs to his car after Ageas Insurance Limited repaired it following a claim on his motor insurance policy. What happened Mr B’s vehicle was damaged in an accident. Ageas reviewed the claim, accepted it, and repaired Mr B’s ve... (2 pages)View decision -
Decision Reference DRN-4003188
15 Mar 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4003188 The complaint Mr A complains about Wise Payments Limited decision to review his account when he attempted an international transfer. What happened In April 2022, Mr A attempted to make a transfer from his Wise account. Following this, Wise restricted Mr A’s account while they c... (3 pages)View decision -
Decision Reference DRN-3981380
15 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3981380 The complaint Mrs K complains that QIC Europe Ltd (“QIC”) has unfairly declined her contents insurance claim. Any reference in this decision to QIC or Mrs K includes the parties’ respective agents and representatives unless specified otherwise. What happened The background and ... (3 pages)View decision -
Decision Reference DRN-3984716
15 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3984716 The complaint Mrs and Mr H complained about Admiral Insurance (Gibraltar) Limited. They are not happy about the way it dealt with a claim under their motor insurance policy. For ease of reading any reference to Admiral includes the actions of its agents which it is responsible ... (2 pages)View decision -
Decision Reference DRN-4024832
15 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4024832 The complaint Mr and Mrs M complain esure Insurance Limited handled their home insurance claim poorly. esure’s used the services of contractors for the claim. For simplicity, in places I’ve referred to their actions as being those of esure. What happened In August 2022 Mr and M... (2 pages)View decision -
Decision Reference DRN-3969208
15 Mar 2023 Nationwide Building Society UpheldMortgagesDRN-3969208 The complaint Mr and Mrs G are unhappy Nationwide Building Society (“Nationwide”) declined their application to port their mortgage and increase their borrowing. What happened Mr and Mrs G were tied into a fixed rate repayment mortgage with Nationwide, with an outstanding balan... (3 pages)View decision -
Decision Reference DRN-3940077
15 Mar 2023 Mitchell Prockter Financial Services Limited UpheldPensions and AnnuitiesDRN-3940077 The complaint Mrs T complained via her representative that she was advised by Mitchell Prockter Financial Services Limited (MPFS) to transfer her defined benefit (DB) pension scheme to a Self- Invested Personal Pension (SIPP). She would like to reclaim losses incurred including... (12 pages)View decision