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 367928 results
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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 -
Decision Reference DRN-4674000
27 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4674000 The complaint Mrs A complains that Nationwide Building Society failed to inform her that a promotional interest rate on her credit card was coming to an end. What happened Mrs A holds a credit card with Nationwide. She’s explained that she opted for this specific card because i... (3 pages)View decision -
Decision Reference DRN-4701323
27 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4701323 The complaint Mr M complains that Santander UK Plc failed to give sufficient information to his sending Bank (H) to enable his ISA to be transferred to it. As a result he made a loss in terms of the interest earned on his savings. What happened In April 2023 Mr M made an applic... (2 pages)View decision -
Decision Reference DRN-4342652
27 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4342652 The complaint Mr A and Mrs A complain about the way AXA Insurance UK Plc settled a storm damage claim under a Commercial and Residential Landlords insurance policy. What happened The details of this complaint are well known to all parties, so I won’t set them out in detail. But... (4 pages)View decision -
Decision Reference DRN-4465586
27 Mar 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4465586 The complaint Mr M has complained that Ikano Bank AB (publ) “Ikano” has rejected his claim against it under Section 75 of the Consumer Credit Act 1974 “the Act”. What happened Mr M bought solar panels for his home in 2018. The purchase was funded by a loan from Ikano. Mr M alle... (3 pages)View decision -
Decision Reference DRN-4707816
27 Mar 2024 Evolution Lending Limited UpheldMortgagesDRN-4707816 The complaint Miss B and Mr M have complained about a secured loan (second charge mortgage) they took out with Evolution Lending Limited in 2018. They’ve said the loan was unaffordable and has put their home at risk. What happened Mr M was introduced to Evolution by a third-par... (18 pages)View decision
