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
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Decision Reference DRN-5377915
6 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5377915 The complaint Mr G is represented by a claims management company (CMC). He has complained about a transfer from his Zurich Assurance Ltd group personal pension to a small self-administered scheme (“SSAS”) in July 2015. The aim of the transfer appears to have been to invest p... (25 pages)View decision -
Decision Reference DRN-5361673
6 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5361673 The complaint Miss W is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of an unsatisfactory quality. When I refer to what Miss W has said and what Santander has s... (6 pages)View decision -
Decision Reference DRN-5362559
6 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5362559 The complaint Mr K complains that esure Insurance Limited have been slow to progress his claim following an accident, which meant that he was out of pocket for his £850 excess and car hire charges for a long period. He’s also unhappy that he has been paying higher premiums b... (3 pages)View decision -
Decision Reference DRN-5256162
6 Mar 2025 The Pentagon Partnership UpheldPensions and AnnuitiesDRN-5256162 The complaint Mr M says he planned to retire on 22 September 2023. He met with The Pentagon Partnership (‘TPP’) in May to discuss his retirement income options, based on his pensions with Sun Life of Canada, Aviva and Prudential. Annuity quotes were considered, and on 25 Jul... (4 pages)View decision -
Decision Reference DRN-5182004
6 Mar 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5182004 The complaint Mr H and Mrs W complain about Travelers Insurance Company Limited’s (“TICL”) handling of their claim under their marine insurance policy. Mr H has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer ... (9 pages)View decision -
Decision Reference DRN-5378468
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5378468 The complaint The estate of Mrs S is bringing a complaint on behalf of the late Mrs S. The estate is unhappy with Clydesdale Bank Plc trading as Virgin Money. The complaint has in more recent times been dealt with by representatives Mrs and Mr K so for ease I will refer to ... (4 pages)View decision -
Decision Reference DRN-5378327
6 Mar 2025 DP Pensions Limited UpheldPensions and AnnuitiesDRN-5378327 The complaint Mr L has a self-invested personal pension (SIPP) with DP Pensions Limited. In 2010 he invested in property-based investments with Harlequin Property. Mr L says DP Pensions failed to carry out appropriate checks on the Harlequin investments before making them ... (27 pages)View decision -
Decision Reference DRN-5335539
6 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5335539 The complaint Mr A and Mrs K complain that Watford Insurance Company Europe Limited refused cover on a claim made on their car insurance policy What happened In September 2022, Mr A and Mrs K took out car insurance policy with Watford. Mr A was a named driver on that policy ... (3 pages)View decision -
Decision Reference DRN-5365862
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5365862 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund money he says he lost to an investment scam. What happened In 2017, Mr C invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In September 2020, he made a furth... (7 pages)View decision -
Decision Reference DRN-5378112
6 Mar 2025 National Westminster Bank Plc UpheldMortgagesDRN-5378112 The complaint Miss A and Miss P complain that National Westminster Bank Plc charged them for, and relied on, an inaccurate valuation of their property when offering a new interest rate on their mortgage. What happened Miss A and Miss P have a mortgage with NatWest. Their pre... (5 pages)View decision