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 370149 results
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Decision Reference DRN-4879431
30 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879431 The complaint Mrs R complains that Santander UK Plc hasn’t refunded him after she reported falling victim to a scam. What happened Mrs R was introduced to a form of investment with a company I’ll refer to as B. She was referred to them by a broker presenting investment oppor... (4 pages)View decision -
Decision Reference DRN-5114990
30 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5114990 The complaint Mr H complains about the service he received from Barclays Bank UK PLC when trying to deal with a chargeback claim he had raised. What happened Mr H contacted Barclays Bank to make a chargeback claim in relation to an Apple watch he’d bought on Amazon. At the t... (2 pages)View decision -
Decision Reference DRN-5036413
30 Oct 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5036413 The complaint Mr P, with the help of a professional representative, has complained about a transfer from his Aviva Life & Pensions UK Limited (Aviva) pension policies to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in August 2014. The QROPS was subs... (13 pages)View decision -
Decision Reference DRN-4986174
30 Oct 2024 esure Insurance Limited Not upheldInsuranceDRN-4986174 The complaint Mr E complained about esure Insurance Limited’s service when he claimed under his motor insurance policy What happened Mr E’s car was damaged in an accident which wasn’t his fault. esure decided it was uneconomical to repair. Mr E wanted his car back to arrange... (2 pages)View decision -
Decision Reference DRN-4910346
30 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4910346 The complaint Miss J complains about a car acquired through a Hire Purchase agreement with STARTLINE MOTOR FINANCE LIMITED (‘Startline’). Miss J has had problems with the car and says these defects would’ve been present when the car was sold. Miss J’s complaint has been bro... (5 pages)View decision -
Decision Reference DRN-4867051
30 Oct 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-4867051 The complaint Mr P is unhappy that Assicurazioni Generali S.p.A (‘Generali’) hasn’t accepted liability for a claim made under a group income protection policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN-5115500
30 Oct 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5115500 The complaint Ms T complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted her Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated th... (38 pages)View decision -
Decision Reference DRN-4953814
30 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4953814 The complaint Miss M complains about how U K Insurance Limited trading as Direct Line (UKIL) dealt with a claim on her motor insurance after her car was vandalised. What happened Miss M had motor insurance with UKIL. Her car was vandalised and the fuel cap was removed and st... (2 pages)View decision -
Decision Reference DRN-4945152
30 Oct 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4945152 The complaint Miss M complains that a car supplied to her under a hire purchase agreement by Advantage Finance Ltd (“Advantage”) was not of a satisfactory quality. What happened In October 2022, Miss M was supplied with a used car through a hire purchase agreement with Advan... (3 pages)View decision -
Decision Reference DRN-5075438
30 Oct 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5075438 The complaint Mr B complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) didn’t check he could afford a loan they agreed to. What happened In October 2023 Mr B took out a £6,000 loan with CCB. The fixed sum loan agreement was f... (3 pages)View decision
