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 360264 results
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Decision Reference DRN-4578006
25 Jan 2024 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-4578006 The complaint Ms L is complaining about Tandem Motor Finance Limited trading as 1 st Stop Car Finance. She says they were irresponsible in lending to her because the repayments were unaffordable. What happened In November 2019, Ms L took out a hire purchase agreement with Tande... (4 pages)View decision -
Decision Reference DRN-4271330
25 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4271330 The complaint Mr and Mrs A complain about esure Insurance Limited’s (esure) handling of a claim for an underground pipe leak on their home insurance policy. Any reference to Mr and Mrs A or esure includes respective agents or representatives. Mrs A or her daughter has dealt wit... (4 pages)View decision -
Decision Reference DRN-4580855
25 Jan 2024 Towergate Financial (Scotland) Limited UpheldPensions and AnnuitiesDRN-4580855 The complaint Mr G complained that Towergate Financial (Scotland) Limited (‘Towergate’) advised him to transfer the benefits from his occupational pension and use the value to buy an annuity from another pension provider. At the time of the events complained about the firm whic... (5 pages)View decision -
Decision Reference DRN-4582076
25 Jan 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4582076 The complaint Mr N has complained about how Evolution Insurance Company Limited (Evolution) dealt with a claim under a home emergency policy. What happened Evolution sent an engineer to carry out a boiler service. The engineer said parts needed replacing. Evolution told Mr N th... (4 pages)View decision -
Decision Reference DRN-4574659
25 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4574659 The complaint Mr Y has complained that MBNA Limited (“MBNA”) has refused to refund him money he lost as the result of a scam. What happened Mr Y was playing an online game. Through the chatroom of this game, Mr Y was convinced by a number of scammers to firstly send funds to he... (3 pages)View decision -
Decision Reference DRN-4582036
25 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4582036 The complaint Ms C and Mr P complain that Admiral Insurance (Gibraltar) Limited has turned down a claim they made on a travel insurance policy. What happened Ms C and Mr P were due to travel abroad. However, a flight they’d booked in May 2023 was cancelled due to an IT issue. A... (3 pages)View decision -
Decision Reference DRN-4366306
25 Jan 2024 Investec Bank PLC Not upheldBanking and PaymentsDRN-4366306 The complaint Mr C holds a power of attorney for and complains on behalf of his mother Mrs C that Investec Bank PLC discriminated against her by not allowing her to move her investment to a new account without photo ID. What happened Mrs C had a 95 day notice investment account... (2 pages)View decision -
Decision Reference DRN-4527338
25 Jan 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4527338 The complaint The estate of Miss I complains that Quilter Financial Services Ltd (Quilter) failed to provide the product Miss I required when it advised her to transfer to a Self-Invested Personal Pension (SIPP). As a result of this, withdrawing her tax-free cash took longer th... (6 pages)View decision -
Decision Reference DRN-4536780
25 Jan 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4536780 The complaint Mr M’s complaint is that Scottish Widows Limited failed to pay him the proceeds from his personal pension in a timely manner. He says this had significant consequences for him including that he was made homeless. What happened Mr M’s complaint was considered by on... (4 pages)View decision -
Decision Reference DRN-4548596
25 Jan 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4548596 The complaint Mr T complains that a timeshare product was misrepresented to him and that the timeshare company is in breach of contract. The purchase was financed with credit provided by Honeycomb Finance Limited (“Honeycomb”). That loan has now been transferred to Tandem Perso... (6 pages)View decision
