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 4777 results
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Decision Reference DRN1564524
23 Mar 2016 PQR Financial Planning Limited UpheldInvestment and pensionsMr K complains PQR Financial Planning Limited (PQR) failed to advise him to register for ‘enhanced protection’ which would’ve saved him from avoiding a tax liability on his pensions. backgroundIn 2006 PQR advised Mr K to transfer his two personal pensions into his ex... (3 pages)View decision -
Decision Reference DRN2594153
26 Mar 2019 Westwon Limited UpheldBanking and creditMs G complains about the credit broking service she received from WestWon Limited when she ordered a new car using a finance agreement. backgroundIn May 2018 Ms G enquired about leasing a car with WestWon. She received three quotes for three cars and replied stating ... (3 pages)View decision -
Decision Reference DRN-5425492
27 Mar 2025 Farley & Thompson UpheldInvestmentsDRN-5425492 The complaint Mrs D complains about Farley & Thompson (“F&T”) in relation to its management of her portfolio. In summary, she says she is unhappy about the following: • The performance of her investments since investing with F&T in 2019. • The costs and charges... (13 pages)View decision -
Decision Reference DRN5009961
26 Apr 2018 Santander UK Plc UpheldBanking and creditMs T is unhappy with the service provided by Santander UK Plc when she tried to access her online banking and change the address on her account.backgroundMs T is currently living abroad due to medical reasons. She wants to access her Santander online banking in order ... (3 pages)View decision -
Decision Reference DRN0339948
18 Nov 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs F complain that National Westminster Bank Plc (NatWest) mis-sold them an Advantage Gold packaged account in 2010. They say that the account benefits weren’t fully explained to them and that it hasn’t been good value. They say that if they’d had better inf... (3 pages)View decision -
Decision Reference DRN-4689238
28 Mar 2024 West Bay Insurance Plc UpheldInsuranceDRN-4689238 The complaint Mrs R complains about how West Bay Insurance Plc handled her claim on her motor insurance policy and that it didn’t allow her the option of retaining her car’s salvage. What happened Mrs R’s car was damaged in an incident, and she made a claim on her policy. But M... (3 pages)View decision -
Decision Reference DRN-4506550
26 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4506550 The complaint Mr O complains about the poor service, inadequate and expensive repairs, issues with a courtesy car and dashcam footage being deleted by UK Insurance Limited (UKI), following a claim under his motor insurance policy. Reference to UKI includes its agents. What happ... (3 pages)View decision -
Decision Reference DRN-2892203
3 Mar 2022 West Bay Insurance Plc Not upheldInsuranceDRN-2892203 The complaint Mr N complains that West Bay Insurance Plc formerly known as Zenith Insurance plc (West Bay) avoided his commercial vehicle insurance policy and turned down his claim. What happened Mr N took out a commercial vehicle insurance policy with West Bay thro... (3 pages)View decision -
Decision Reference DRN-3058306
20 Sep 2021 Assurant General Insurance Limited UpheldInsuranceDRN-3058306 The complaint Mr P has complained that Assurant General Insurance Limited (Assurant) has rejected his claim under his Gadget Insurance policy when his laptop computer was damaged. References I make to Assurant include its claims handling agents. I’ve previously issued a provisi... (3 pages)View decision -
Decision Reference DRN9189008
9 Oct 2019 Santander Consumer (UK) Plc UpheldBanking and creditMr W complains that Santander Consumer (UK) Plc (“Santander”) didn’t treat him fairly and sympathetically when he couldn’t maintain payments under his conditional sale agreement because of his own and his daughter’s illnesses, and it wrongly terminated his conditional sale agreement.backgr... (3 pages)View decision