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 366873 results
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Decision Reference DRN-4717209
30 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4717209 The complaint Miss B complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened Miss B had a car, that had first been registered in about 2010. For the year from March 2022, Miss B insured the car on a comprehensive policy... (4 pages)View decision -
Decision Reference DRN-4478868
30 Apr 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4478868 The complaint Mr M complains about a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd. What happened In March 2023 Mr M entered into a regulated hire purchase agreement with Blue Motor Finance in relation to a used car. The car was six years old, its ... (3 pages)View decision -
Decision Reference DRN-4773519
30 Apr 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4773519 The complaint Mr P has complained about the actions of The Prudential Assurance Company Limited when dealing with a transfer request in 2014. Mr P asked Prudential to transfer his personal pension to a small self-administered scheme (“SSAS”). Mr P’s SSAS was subsequently used t... (10 pages)View decision -
Decision Reference DRN-4737907
30 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4737907 The complaint Mr C complains that Capital One (Europe) Plc lent irresponsibly when it approved his credit card applications. Mr C also complains that Capital One increased the credit limit on one of his credit cards. What happened Mr C first applied for a credit card with a lim... (4 pages)View decision -
Decision Reference DRN-4728043
30 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4728043 The complaint Mr X complains that Santander UK Plc (Santander) won’t refund money he lost in an impersonation scam. What happened What Mr X says: In 2020, Mr X applied to do a PhD in the USA but didn’t follow it up and nothing initially happened. Three years later, he got a pho... (4 pages)View decision -
Decision Reference DRN-4710874
30 Apr 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4710874 The complaint Miss H has complained about how Watford Insurance Company Europe Limited managed her motor policy following an accident. Miss H is represented by her grandmother but for ease of reference I shall just refer to Miss H throughout this decision. References to Watford... (4 pages)View decision -
Decision Reference DRN-4514349
30 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4514349 The complaint Mr and Mrs M are unhappy with the way U K Insurance Limited (UKI) dealt with a claim on their travel insurance policy. What happened Mr and Mrs M have a travel insurance policy underwritten by UKI. Unfortunately, while abroad, Mr M sustained an injury which requir... (3 pages)View decision -
Decision Reference DRN-4486125
30 Apr 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4486125 The complaint Miss C is unhappy with the quality of a car supplied on finance by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened The background details of this case are well known to the parties so I will simply summarise them here. Miss C obtained a car on hire purchase... (3 pages)View decision -
Decision Reference DRN-4485471
30 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4485471 The complaint X has complained about West Bay Insurance Plc. He isn’t happy about the way it dealt with a claim under his motor insurance policy and the poor service he received. What happened X made a claim under his motor insurance policy with West Bay when his car was hit wh... (3 pages)View decision -
Decision Reference DRN-4772935
30 Apr 2024 Openwork Limited UpheldPensions and AnnuitiesDRN-4772935 The complaint Mr M took benefits from his employer’s defined benefit (DB) pension scheme in early 2023. He unexpectedly incurred a Lifetime Allowance (LTA) charge which reduced both his benefits and the ability to take tax-free cash, which Openwork had advised him would be avai... (11 pages)View decision
