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 366763 results
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Decision Reference DRN-4480922
27 Mar 2024 QIC Europe Ltd UpheldInsuranceDRN-4480922 The complaint Mr L complains QIC Europe Ltd’s handling of his property insurance claim has been unsatisfactory. QIC’s been represented by agents for the claim and complaint. For simplicity I’ve referred to the agents’ actions as being QIC’s own. What happened In December 2022 M... (7 pages)View decision -
Decision Reference DRN-4533143
27 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4533143 The complaint Mr C complains about U K Insurance Limited (trading as NIG Insurance)’s handling of his buildings insurance claim. All references to Mr C also include any parties that may have corresponded on his behalf regarding this claim. For ease, I shall refer to U K Insuran... (3 pages)View decision -
Decision Reference DRN-4707596
27 Mar 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4707596 The complaint Mr C has complained that Monument Life Insurance Dac (‘Monument’) withdrew from the market and his protection policies were cancelled. What happened Monument wrote to Mr C to confirm that his income protection policy would be ending in June 2023. Mr C called and e... (2 pages)View decision -
Decision Reference DRN-4630632
27 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4630632 Complaint Mr A is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In November 2021, Mr A agreed to invest a significant sum of money in gold. A family member had recommended a business that could help him with such an ... (3 pages)View decision -
Decision Reference DRN-4535617
27 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4535617 The complaint Miss D complains that a car supplied with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”) wasn’t of satisfactory quality. What happened In May 2021 Miss D was supplied with a car and entered into a hire purchase agr... (4 pages)View decision -
Decision Reference DRN-4711452
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4711452 The complaint Mr S has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr S transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verd... (26 pages)View decision -
Decision Reference DRN-4607891
27 Mar 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4607891 The complaint Miss W is unhappy with how Moneybarn No.1 Limited have recorded the payments she’s made under a conditional sale agreement on her credit file. What happened In June 2020, Miss W was supplied with a used car through a conditional sale agreement with Moneybarn. She ... (3 pages)View decision -
Decision Reference DRN-4544364
27 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4544364 The complaint Mrs A and Mr A complain that Admiral Insurance (Gibraltar) Limited unreasonably recorded a fault claim on a motor insurance policy after a collision involving a third party. The insurance policy which this complaint relates to is held by Mr A. Mrs A was driving th... (2 pages)View decision -
Decision Reference DRN-4709952
27 Mar 2024 Mars Capital Finance Limited Not upheldMortgagesDRN-4709952 The complaint Mr and Mrs M have complained that a statement they received from Mars Capital Finance Limited contained some incorrect information which they say caused them stress, anxiety and sleepless nights. What happened Mr and Mrs M had a secured loan with Mars. On 14 March... (3 pages)View decision -
Decision Reference DRN-4399539
27 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4399539 The complaint Mrs M, Mr D1, Mr D2 and Mr D3 complain AWP P&C SA caused delays in settling their claim and say the amount paid is less than half of the costs incurred. Mrs M is bringing the complaint on behalf of herself and her family members, so for ease I will refer to al... (7 pages)View decision
