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 4269 results
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Decision Reference DRN-2475553
20 Jan 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2475553 The complaint Mr B complains that TSB Bank plc stopped paying interest on his account. What happened Mr B told us that he opened three TSB classic plus accounts in around November 2014, one in his sole name, and one in the name of him and a close relative, as well as a third h... (7 pages)View decision -
Decision Reference DRN3400273
3 Apr 2020 Hyundai Capital UK Limited Not upheldBanking and creditMr W complains that Hyundai Capital UK Limited trading as Hyundai Finance (HF) failed to set up a direct debit for his payments towards a conditional sale agreement. background The background to this complaint was set out in my provisional decision dated 28 February 2020. My provisional de... (7 pages)View decision -
Decision Reference DRN-3191947
23 Mar 2022 Future Finance Loan Corporation Limited UpheldConsumer CreditDRN-3191947 The complaint Miss F complains Future Finance Loan Corporation Limited (‘Future Finance’) irresponsibly lent to her on multiple occasions. What happened Miss F was approved for two loans by Future Finance. The purpose of these loans was to support her whilst completing her furt... (7 pages)View decision -
Decision Reference DRN-3732107
6 Oct 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3732107 The complaint Mr B complained about how ReAssure Limited dealt with a fund switch request and the transfer value paid when he transferred his pension to a new provider. What happened I issued a provisional decision on 15 September 2022. I set out the background and my provision... (7 pages)View decision -
Decision Reference DRN-4586552
29 Jan 2024 Evelyn Partners Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4586552 The complaint Mr G complains Evelyn Partners Financial Planning Limited trading as Smith & Williamson caused unreasonable delays when switching his stocks and shares Individual Savings Account (ISA) and his self-invested personal pension (SIPP), resulting in a financial los... (7 pages)View decision -
Decision Reference DRN-4544819
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4544819 The complaint Ms B complains about how esure Insurance Limited (esure), handled a claim under her home insurance policy for damage to her property caused by an escape of water. Any reference to esure in this decision includes their agents. What happened The sequence of events i... (7 pages)View decision -
Decision Reference DRN-2136869
11 Sep 2020 AXA Insurance UK Plc UpheldInsuranceDRN-2136869The complaintMrs C and Miss C complain that AXA Insurance UK Plc avoided (cancelled from the start) Mrs C’s policy and didn’t notify them. What happenedIn July 2019 Mrs C took out car insurance with AXA. Her daughter, Miss C, was a named driver on the policy. In late 2019, AXA i... (6 pages)View decision -
Decision Reference DRN0010376
26 Aug 2020 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain that Lloyds Bank General Insurance Limited unfairly declined their home insurance claim for subsidence damage.backgroundMr and Mrs B reported a claim in November 2016, for damage to their two-storey extension and conservatory. Mr and Mrs B bought the property in about... (9 pages)View decision -
Decision Reference DRN-3293575
18 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3293575 The complaint Mr M complains about finance he took out with Santander UK Plc (“Santander”). What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this year. To make this decision easier to re... (7 pages)View decision -
Decision Reference DRN-5018661
25 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5018661 The complaint Mr M has complained about a transfer of their Scottish Equitable Plc trading as Aegon personal pension to a Greyfriars Self Invested Personal Pension (SIPP) in April 2014. Mr M says he was initially offered a free review of his pension which led to an introduct... (7 pages)View decision
