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-5284782
7 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5284782 The complaint Mrs B has complained about the service she has received from Admiral Insurance (Gibraltar) Limited (Admiral), following a third-party claim against her motor insurance policy. What happened The details of what happened are well known to both parties. So, I will... (2 pages)View decision -
Decision Reference DRN-5316975
7 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5316975 The complaint Miss O has complained about Great Lakes Insurance UK Limited’s (Great Lakes) decision to decline two claims she made through her contents insurance policy. What happened Miss O has a contents insurance policy underwritten by Great Lakes. In May 2024, she made t... (3 pages)View decision -
Decision Reference DRN-5380559
7 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5380559 The complaint Mr R complains about the way SMFL dealt with his claim that a car it supplied to him under a hire purchase agreement wasn’t of satisfactory quality. What happened Mr R entered into a hire purchase agreement for a vehicle on 29 May 2023. Before collection of the... (6 pages)View decision -
Decision Reference DRN-5381178
7 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5381178 The complaint Mrs F complains, thorough her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Mrs F is represe... (19 pages)View decision -
Decision Reference DRN-5292981
7 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5292981 The complaint Mr J complains that West Bay Insurance Plc unfairly declined a claim under his pet insurance policy. Where I refer to West Bay, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgroun... (4 pages)View decision -
Decision Reference DRN-5274359
7 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274359 The complaint Mr and Mrs C complain that National Westminster Bank Plc (“NatWest”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs C made a further ... (7 pages)View decision -
Decision Reference DRN-5373969
7 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5373969 The complaint Mrs E complains about the quality of a used car that she acquired using a hire purchase agreement with Stellantis Financial Services UK Limited (“Stellantis”). What happened In November 2021, Mrs E entered into a hire purchase agreement to acquire a used car. ... (5 pages)View decision -
Decision Reference DRN-5376849
7 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5376849 The complaint Miss K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (7 pages)View decision -
Decision Reference DRN-5299922
7 Mar 2025 JPMorgan Funds Limited UpheldInvestmentsDRN-5299922 The complaint Mr B1 and Mr B2, as executors, complain on behalf of the estate of their mother, Mrs B, about the services provided by JPMorgan Funds Limited trading as J.P. Morgan Asset Management (‘JPM’). They say JPM acted unfairly by not paying the estate the distribution... (11 pages)View decision -
Decision Reference DRN-5341791
7 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5341791 The complaint Mr G has complained about Covea Insurance plc. He’d arranged a motor trade insurance policy with it, but it cancelled it within a few weeks of the cover starting. What happened Mr G, using a broker, arranged a policy with Covea. Covea cancelled the policy as i... (3 pages)View decision
