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 364862 results
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Decision Reference DRN-4677733
20 Mar 2024 Society of Lloyd's Not upheldInsuranceDRN-4677733 The complaint Mr and Mrs E are unhappy with what Society of Lloyd's (Lloyds) did after they made a claim on their landlord’s legal expenses insurance policy. What happened Mr and Mrs E’s had landlord’s legal expenses with Lloyds taken out through a broker. In January 2020 ... (4 pages)View decision -
Decision Reference DRN-4573682
20 Mar 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4573682 The complaint Mr B complains that The Prudential Assurance Company Limited ( Prudential) transferred the administration of his annuity income pension plan to another company without his consent. Mr B says that Prudential has breached its contract with him as he didn’t agree for... (6 pages)View decision -
Decision Reference DRN-4691896
20 Mar 2024 TenetLime Ltd UpheldMortgagesDRN-4691896 The complaint Mr and Mrs W complain about poor service and lack of updates from an appointed representative of TenetLime Ltd when they took advice about re-mortgaging. What happened Mr and Mrs W took mortgage advice from TenetLime in mid-2022. Their interest rate product for pa... (4 pages)View decision -
Decision Reference DRN-4469682
20 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4469682 The complaint A company, which I’ll refer to as J, complains that U K Insurance Limited trading as NIG Insurance (NIG) unfairly declined a claim on its Motor Trade One policy. It also complains that NIG returned its vehicle with parts missing. What happened The details of this ... (3 pages)View decision -
Decision Reference DRN-4644512
20 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4644512 The complaint Mr Q is unhappy with the amount U K Insurance Limited (UKI) paid to settle a claim he made under the legal expenses section of his travel insurance policy. What happened In June 2022 Mr Q made claims on his travel insurance policy for costs associated with him bei... (2 pages)View decision -
Decision Reference DRN-4696091
20 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4696091 The complaint Mr M has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly) Carey Pensions UK LLP (“Options”). Mr M’s complaint is that Options accepted his application to open a SIPP and invest in an overseas property-based investment arrang... (22 pages)View decision -
Decision Reference DRN-4697065
20 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4697065 The complaint Miss A complains that National Westminster Bank Plc have unreasonably declined to refund her for transactions she didn’t make. She’d like the transactions refunded and for a significant degree of compensation. What happened Miss A holds an account with NatWest. In... (3 pages)View decision -
Decision Reference DRN-4622758
20 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4622758 The complaint Mr S complains that he should be able to close his fixed rate bond with Santander UK Plc (Santander). What happened Mr S opened a three-year fixed rate bond in January 2022, and the maturity date is 1 February 2025. The interest rate is 0.7% per annum. On 16 May 2... (3 pages)View decision -
Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision -
Decision Reference DRN-4437619
20 Mar 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4437619 The complaint A company, which I’ll refer to as K, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a payment it didn’t make. Mr K, who is a director or K, brings the complaint on K’s behalf. What happened The details of this complaint a... (2 pages)View decision
