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-5250978
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5250978 The complaint Mr S complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr S was looking for work and applying for jobs online, uplo... (4 pages)View decision -
Decision Reference DRN-5285376
31 Jan 2025 Best Risk Management & Financial Service Limited UpheldInsuranceDRN-5285376 The complaint Mr T has complained that Best Risk Management & Financial Services Limited (‘Best’) mis- sold a policy to him and didn’t ask relevant questions to ensure the product was suitable for him. What happened Mr T has appointed a representative to assist with his... (4 pages)View decision -
Decision Reference DRN-5251980
31 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5251980 The complaint Mr C 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 late 2012 / early 2013, Mr C says h... (45 pages)View decision -
Decision Reference DRN-5238674
31 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5238674 The complaint Mr J complains that Arthur J. Gallagher Insurance (AJGI) Brokers Limited mis-sold him a commercial buildings insurance policy as it wasn’t suitable to his needs. What happened Mr J spoke with AJGI when his buildings insurance on a commercial property he owns wa... (4 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN-5299073
31 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5299073 The complaint Mr R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In January 2023 Mr R entered into a two-year fixed sum loan agreement... (6 pages)View decision -
Decision Reference DRN-5104035
31 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5104035 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the money he lost when he fell victim to a scam. What happened Mr B invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in August 2019. Mr B’s unders... (7 pages)View decision -
Decision Reference DRN-5299274
31 Jan 2025 Gresham Insurance Company Limited UpheldInsuranceDRN-5299274 The complaint Mr G complains about the repairs Gresham Insurance Company Limited (“Gresham”) arranged when his shower was damaged, under his home buildings insurance policy. Mr G is represented by his daughter, but I’ll refer to Mr G in my decision for ease. What happened ... (4 pages)View decision -
Decision Reference DRN-5296175
31 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296175 The complaint Mrs M is unhappy with the way AXA Insurance UK Plc (AXA) have handled the claim she made under her home insurance policy. What happened The details of this complaint are well known to both parties and so I’ve summarised events. In December 2022 Mrs M submitted ... (4 pages)View decision -
Decision Reference DRN-5298086
31 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5298086 The complaint Mr E complains that St. James’s Place Wealth Management Plc (SJPWM) failed to provide him with any advice or support in relation to his Self-Invested Personal Pension (SIPP) and removed itself as his servicing agent without any prior warning. What happened In 2... (5 pages)View decision
