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 360982 results
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Decision Reference DRN-4635647
21 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4635647 The complaint Mr C complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (51 pages)View decision -
Decision Reference DRN-4235313
21 Feb 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4235313 The complaint Mr F is unhappy with the interest (SDFC) applied to his running credit account. What happened In May 2022, Mr F used his SDFC account to make a purchase totalling £706.28. This was made using 12-months Buy Now Pay Later (BNPL) terms. This meant Mr F had to repay t... (3 pages)View decision -
Decision Reference DRN-4364721
21 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4364721 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it communicated with him about his motor insurance policy. What happened Mr W was sent letters by Admiral about his motor insurance policy, and it was agreed that these w... (2 pages)View decision -
Decision Reference DRN-4435056
21 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4435056 The complaint Mr S complains AWP P&C SA has not settled his holiday cancellation claim in full. What happened Mr S has a packaged bank account which provides a travel insurance policy, underwritten by AWP. He booked and paid for a holiday to travel abroad in May 2023 with h... (2 pages)View decision -
Decision Reference DRN-4557806
21 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4557806 The complaint Miss B has complained that esure Insurance Limited (esure) unfairly dealt with a claim under a home insurance policy. What happened Miss B contacted esure to make a claim when roof tiles were damage at her property. esure sent a surveyor to assess the damage. It t... (2 pages)View decision -
Decision Reference DRN-4410841
21 Feb 2024 more 2 life Ltd Not upheldMortgagesDRN-4410841 The complaint Mr K is unhappy with the way more 2 life Ltd dealt with his mortgage application. He said more 2 life appointed their own solicitors and he’s unhappy with the length of time it took the solicitors to respond to queries. Mr K also isn’t happy that the solicitor and... (3 pages)View decision -
Decision Reference DRN-4548127
21 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4548127 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened For the year from June 2021, Mr S had a motor policy with a competitor of Admiral, which I will call “the 2021/2022 insurer”. In mid-January 2022, Mr S r... (3 pages)View decision -
Decision Reference DRN-4635541
21 Feb 2024 American International Group UK Limited UpheldInsuranceDRN-4635541 The complaint Miss T complains that American International Group UK Limited (AIG) hasn’t sent her a replacement phone after making a claim under her mobile phone insurance. Where I’ve referred to AIG, this also includes any actions and communication by agents acting on their be... (3 pages)View decision -
Decision Reference DRN-4601533
21 Feb 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4601533 The complaint Mr H complains that Financial Administration Services Limited (Fidelity) won’t provide him with a usable document that outlines the book costs of the investment he has transferred over to a different firm. He says what it has provided him is unwieldy and not fit f... (3 pages)View decision -
Decision Reference DRN-4533965
21 Feb 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4533965 The complaint Mr B complains that Metro Bank PLC (trading as RateSetter) is holding him responsible for the debt on a loan he says he didn’t consent to. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, ... (2 pages)View decision
