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 366874 results
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Decision Reference DRN-4674642
25 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4674642 The complaint Mr M complains about how Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his home insurance policy for damage to his property from an escape of water. Any reference to Admiral in this decision includes their agents. What happened Mr M went a... (7 pages)View decision -
Decision Reference DRN-4580562
25 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4580562 The complaint Mr P has complained Santander UK plc won’t refund him for a transaction he didn’t make. What happened In 2023 Mr P took out a monthly subscription for computer software to help him buy goods from retail websites. He paid £40 a month for this in May and June from a... (3 pages)View decision -
Decision Reference DRN-4508539
25 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4508539 The complaint Mr O complains about charges for damage when he returned his car at the end of a hire agreement provided by Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions (“Novuna”). What happened On 1 March 2018 Mr O took out a hire agreement with Novuna for a ... (4 pages)View decision -
Decision Reference DRN-4601628
25 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4601628 The complaint Miss R holds a personal pension with Scottish Widows Limited which she contributes to monthly. However, she complained to Scottish Widows Limited (“Scottish Widows”) after it stopped taking her monthly direct debit. What happened The background to this complaint ... (4 pages)View decision -
Decision Reference DRN-4694965
25 Mar 2024 St Andrew's Insurance plc Not upheldInsuranceDRN-4694965 The complaint Mrs T has complained that St Andrew’s Insurance Plc (St Andrew’s) unfairly cancelled her cancer cover. What happened Mrs T bought a policy in 2000 which provided cancer cover for a monthly premium. Mrs T paid this until 2023 when St Andrew’s wrote to confirm the p... (2 pages)View decision -
Decision Reference DRN-4705071
25 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4705071 The complaint Mr J has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr J transferred his existing SIPP with another provider – Business G to an Options SIPP to invest in a property-based i... (28 pages)View decision -
Decision Reference DRN-4629216
25 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4629216 The complaint Mr and Mrs T complain that HSBC UK Bank Plc won’t refund them the money they lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But briefly, both parties accept that in October 2023, M... (4 pages)View decision -
Decision Reference DRN-4637567
25 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4637567 The complaint Mr M has complained that Nationwide Building Society failed to conduct appropriate assessments of Mr M’s overdraft usage and continued applying charges to his overdraft when he was in financial difficulty. Mr M is represented by a third party but for ease of refer... (3 pages)View decision -
Decision Reference DRN-4691983
25 Mar 2024 247 Money Group Limited UpheldConsumer CreditDRN-4691983 The complaint Mr R is unhappy with the charges applied by 247 Money Group Limited trading as 247 Money after he rejected a car supplied to him by them under a hire purchase agreement. What happened In November 2022, Mr R was supplied with a used car through a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-4682377
25 Mar 2024 HDI Global Specialty SE UpheldInsuranceDRN-4682377 The complaint A company, which I’ll refer to as O, complains that HDI Global Specialty SE (HDI) has not made a fair offer for the settlement of its claim. For ease of reading, I’ll refer to all actions and comments of O’s representative as being those of O. What happened The de... (3 pages)View decision
