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 371633 results
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Decision Reference DRN-4843563
11 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4843563 The complaint Mr C complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due... (33 pages)View decision -
Decision Reference DRN-4818203
11 Jun 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4818203 The complaint Mr B complains that his pension with Scottish Equitable Plc, trading as Aegon, was switched from a ‘with profits’ fund to a cash fund without proper notice to him. What happened Mr B was enrolled into a group personal pension scheme with Aegon around 1991 which ha... (2 pages)View decision -
Decision Reference DRN-4741567
11 Jun 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4741567 The complaint Mr and Mrs H are unhappy with the additional premium quoted when Mr H declared a change in health after their annual, multi-trip, travel insurance policy - underwritten by Great Lakes Insurance SE - (‘the policy’) had started. They’ve also raised concerns about th... (2 pages)View decision -
Decision Reference DRN-4845532
11 Jun 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4845532 The complaint Mr and Mrs W complain that when they switched banks from The Co-operative Bank Plc (“Co-op”) that one of their direct debits failed to switch over to their new account provider. What happened Mr and Mrs W held an account with the Co-op. In July 2022 Mr and Mrs W c... (3 pages)View decision -
Decision Reference DRN-4544292
11 Jun 2024 A plan holdings Not upheldInsuranceDRN-4544292 The complaint Mr C complains that A plan holdings referred him to a credit hire and repair service rather than dealing with his claim on his car insurance policy. What happened Mr C’s car was hit by another driver while it was parked so he called A plan, who is his broker, to c... (3 pages)View decision -
Decision Reference DRN-4717716
11 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4717716 The complaint Mr and Mrs K complain about Zurich Insurance Plc’s (Zurich) poor handling or their claim after an escape of water, and delays due to an incorrect assessment of the policy sum insured, under their buildings insurance policy. What happened Mr and Mrs K’s home was da... (4 pages)View decision -
Decision Reference DRN-4647158
11 Jun 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-4647158 The complaint Mr S has complained that three fixed sum loan agreements given to him by Telefonica UK Limited (“Telefonica”), trading as O2, were unaffordable. What happened In summary, Mr S bought a phone on three separate occasions: - The first agreement was in November 2022 a... (3 pages)View decision -
Decision Reference DRN-4805689
11 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4805689 The complaint Mr J complains on behalf of Mrs B about the service he received from TSB Bank plc (“TSB”) when attempting to make a money transfer on Mrs B’s behalf as her attorney. What happened Mrs B holds an account with TSB. Mr J holds a lasting power of attorney (LPA) for Mr... (4 pages)View decision -
Decision Reference DRN-4785702
11 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4785702 The complaint Mr G complains that Specialist Motor Finance Limited (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In January 2020 Mr G acquired a vehicle financed by a hire purchase agreement from S... (3 pages)View decision -
Decision Reference DRN-4785129
11 Jun 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4785129 The complaint Mr G complains about the way AXA Insurance UK Plc (“AXA”) investigated an allegation about a collision. What happened Mr G had a car insurance policy with AXA. In August 2023 Mr G was involved in a collision with a third-party van. The third party reversed into hi... (2 pages)View decision
