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
-
Decision Reference DRN-5376309
7 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5376309 The complaint Mr C complains that a bathroom supplier which he engaged to carry out installation works at his home did not carry out the work to a satisfactory standard. He says that he therefore has claims against the supplier for breach of contract and misrepresentation. A... (8 pages)View decision -
Decision Reference DRN-4786898
7 Mar 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4786898 The complaint Mr C has complained about a transfer of his St James's Place UK plc (‘St James’s Place’) personal pensions to a small self-administered scheme (‘SSAS’) in January 2016. Mr C’s SSAS was subsequently used to invest in Dolphin Capital (‘Dolphin’), a loan note... (12 pages)View decision -
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