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 119464 results
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Decision Reference DRN-4718638
22 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4718638 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled a claim she made for damage caused by subsidence on her home insurance policy. Mrs H is being represented in bringing this complaint, but for ease I’ve referred to all action... (5 pages)View decision -
Decision Reference DRN-4755215
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4755215 The complaint Mr K complains that Santander UK Plc blocked a transaction on his credit card even though he confirmed it was genuine. He says this caused him to incur unnecessary costs of around £400 which he wants refunded. Mr K’s wife is acting as a representative on this comp... (4 pages)View decision -
Decision Reference DRN-4425985
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4425985 The complaint Mr O complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4413685
22 Apr 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4413685 The complaint Mr B complains about a used car he acquired with finance provided by MI Vehicle Finance Limited (MIVF). What happened In March 2023 Mr B entered into a four-year regulated hire purchase agreement with MIVF in relation to a used car. He also bought GAP insurance at... (3 pages)View decision -
Decision Reference DRN-4754918
22 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4754918 The complaint Mr H has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr H transferred his defined benefit occupational pension scheme to the SIPP to invest in a property-based investment sc... (28 pages)View decision -
Decision Reference DRN-4594242
22 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4594242 The complaint Mr H complains that Barclays Bank UK PLC destroyed original documents he sent them in relation to the ownership of his property. He says that as a result, he’s been unable to release equity from the property, or sell it, in order to repay the mortgage he has with ... (4 pages)View decision -
Decision Reference DRN-4722388
22 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4722388 The complaint Mrs M complains about the way Advantage Insurance Company Limited handled a claim made under her home insurance policy. Any reference to Advantage includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties,... (3 pages)View decision -
Decision Reference DRN-4712213
22 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4712213 The complaint Mr and Mrs C complain about how U K Insurance Limited dealt with a refund in relation to their motor insurance policy. Reference to UKI includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (4 pages)View decision -
Decision Reference DRN-4663403
22 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4663403 The complaint Miss B had a motor insurance policy with esure Insurance Limited . She says it provided poor service to her and didn’t inform her when a claim was settled in her favour. What happened Miss B’s car collided with another car in August 2019. esure had concerns about ... (2 pages)View decision -
Decision Reference DRN-4429372
19 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4429372 The complaint Mr R complains about how Creation Consumer Finance Ltd dealt with his claim under section 75 of the Consumer Credit Act 1974 for a refund of his purchase of a defective sofa. What happened In August 2019 Mr R entered into a regulated fixed sum loan agreement with ... (2 pages)View decision
