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 121877 results
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Decision Reference DRN-5308139
4 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5308139 The complaint Ms L has complained that Vitality Health Limited refused to cover the cost of a diagnostic health test on a private medical insurance policy. What happened In April 2024 Ms L’s consultant advised that she should have a certain test. He recommended a comprehens... (2 pages)View decision -
Decision Reference DRN-5190422
4 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5190422 The complaint Mr H complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr H entered a hire purchase agreement in March... (4 pages)View decision -
Decision Reference DRN-5301647
4 Feb 2025 Wakam UK Limited UpheldInsuranceDRN-5301647 The complaint Mr H is complaining that Wakam UK Limited cancelled his commercial vehicle insurance policy. What happened Mr H took out a commercial vehicle insurance policy provided by Wakam. But Wakam later cancelled it. It said Mr H hadn’t signed the credit agreement he’d ... (2 pages)View decision -
Decision Reference DRN-5261783
4 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261783 The complaint Mr P has complained that Admiral Insurance (Gibraltar) Limited avoided his car insurance policy and turned down his claim under it. Any reference to Admiral includes its agents. What happened Mr P insured a car, which I’ll refer to as vehicle L, under a multi-c... (3 pages)View decision -
Decision Reference DRN-4979234
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4979234 The complaint Ms G is unhappy after she fell victim to an investment scam and Santander UK Plc has decided not to refund her. What happened Ms G found an investment opportunity online and was called by a financial consultant. She was persuaded to invest with S, which was of... (5 pages)View decision -
Decision Reference DRN-5179790
4 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5179790 The complaint Mr S complains about Society of Lloyd’s (“Lloyd’s”) delay in handling his claim under his motor insurance policy. Lloyd’s are the insurers of Mr S’s policy. Part of this complaint concerns the actions of an agent. So any reference to Lloyd’s includes the actio... (5 pages)View decision -
Decision Reference DRN-5076684
4 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5076684 The complaint Mrs M complained that Black Horse Limited (‘Black Horse’), irresponsibly granted her a finance agreement she couldn’t afford to repay. What happened In January 2022 Mrs M acquired a caravan holiday home, financed in part by a hire purchase agreement from Black... (5 pages)View decision -
Decision Reference DRN-5300292
4 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5300292 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr M was recommended by... (44 pages)View decision -
Decision Reference DRN-5305944
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5305944 The complaint Mr S is unhappy with several aspects of the service he’s received from Santander UK Plc. What happened In July and August 2024, Mr S raised several complaints with Santander regarding the service he’d received from them. Santander issued responses to Mr S’s com... (6 pages)View decision -
Decision Reference DRN-5178966
4 Feb 2025 Yorkshire Building Society UpheldMortgagesDRN-5178966 The complaint Mr and Mrs P are unhappy that they lost the offset facility on their mortgage when they completed a product transfer online with Yorkshire Building Society. They don’t believe the process was clear. They also complain that Yorkshire failed to pay interest for a... (4 pages)View decision
