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 365360 results
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Decision Reference DRN-4517032
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4517032 The complaint Mrs A complains that Santander UK Plc (“Santander”) didn’t do enough to help her recover money when she didn’t receive a service she paid for using her Santander debit card. What happened In July 2021 Mrs A bought a funeral plan from a supplier I’ll call O. She pa... (3 pages)View decision -
Decision Reference DRN-4602962
21 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4602962 The complaint Mr and Mrs P have complained that esure Insurance Limited wasn’t clear enough in a phone call about whether costs they paid for Trace and Access would be covered under their home buildings insurance policy. What happened Mrs P contacted esure in November 2022 abou... (3 pages)View decision -
Decision Reference DRN-4614943
21 Feb 2024 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-4614943 The complaint Mr W complains that CIGNA Europe Insurance Company SA-NV (CIGNA) has withdrawn his personal healthcare policy from the market. What happened Mr W took out a personal healthcare policy with CIGNA in 1987. The policy provided, as well as well what’s listed in the te... (3 pages)View decision -
Decision Reference DRN-4635440
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4635440 The complaint Mr S and Mrs S complain about delays in Advantage Insurance Company Limited’s handling of their home insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a very brief description here. Mr S and Mrs S h... (4 pages)View decision -
Decision Reference DRN-4608329
21 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4608329 The complaint Ms H complains U K Insurance Limited trading as Direct Line Home Insurance (UKI) unfairly declined an accidental damage claim under a buildings insurance policy. Ms H is being represented by Mr C in bringing this complaint, but for ease of reading I’ll refer in th... (3 pages)View decision -
Decision Reference DRN-4576257
21 Feb 2024 Countrywide Assured Plc Not upheldPensions and AnnuitiesDRN-4576257 The complaint Mr L complains that, as Countrywide Assured plc (Countrywide) no longer offer annuities, he’ll have to transfer his pension fund to another provider. Mr L is also unhappy that payments won’t be backdated to his selected retirement date (SRD). What happened Mr L ha... (5 pages)View decision -
Decision Reference DRN-4365107
21 Feb 2024 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4365107 The complaint Mr and Mrs P complain that Mortgage Advice Bureau Limited (MAB) provided poor customer service in the arrangement of a retirement interest only mortgage. This meant Mr and Mrs P lost out on the mortgage they wanted and incurred substantial costs. Mr and Mrs P are ... (9 pages)View decision -
Decision Reference DRN-4617717
21 Feb 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4617717 Complaint Miss K has complained about loans Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loans were unaffordable. Background 118 118 Money provided Miss K with a first loan for £1,000.00 in November 2020. This loan was due to be repaid in 12 ... (3 pages)View decision -
Decision Reference DRN-4635647
21 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4635647 The complaint Mr C complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (51 pages)View decision -
Decision Reference DRN-4235313
21 Feb 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4235313 The complaint Mr F is unhappy with the interest (SDFC) applied to his running credit account. What happened In May 2022, Mr F used his SDFC account to make a purchase totalling £706.28. This was made using 12-months Buy Now Pay Later (BNPL) terms. This meant Mr F had to repay t... (3 pages)View decision
