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 369228 results
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Decision Reference DRN-5377915
6 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5377915 The complaint Mr G is represented by a claims management company (CMC). He has complained about a transfer from his Zurich Assurance Ltd group personal pension to a small self-administered scheme (“SSAS”) in July 2015. The aim of the transfer appears to have been to invest p... (25 pages)View decision -
Decision Reference DRN-5378723
6 Mar 2025 Society of Lloyd's Not upheldInsuranceDRN-5378723 The complaint Mr and Mrs K complain that Society of Lloyd’s (“SOL”) charged them two excesses when they made a claim under their self-build warranty following a leak in the roof of the property and water ingress through the window frames. What happened Mr and Mrs K hold a se... (4 pages)View decision -
Decision Reference DRN-5361673
6 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5361673 The complaint Miss W is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of an unsatisfactory quality. When I refer to what Miss W has said and what Santander has s... (6 pages)View decision -
Decision Reference DRN-5362559
6 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5362559 The complaint Mr K complains that esure Insurance Limited have been slow to progress his claim following an accident, which meant that he was out of pocket for his £850 excess and car hire charges for a long period. He’s also unhappy that he has been paying higher premiums b... (3 pages)View decision -
Decision Reference DRN-5256162
6 Mar 2025 The Pentagon Partnership UpheldPensions and AnnuitiesDRN-5256162 The complaint Mr M says he planned to retire on 22 September 2023. He met with The Pentagon Partnership (‘TPP’) in May to discuss his retirement income options, based on his pensions with Sun Life of Canada, Aviva and Prudential. Annuity quotes were considered, and on 25 Jul... (4 pages)View decision -
Decision Reference DRN-5330848
6 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5330848 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card changed his payment date. What happened Mr D holds a John Lewis credit card account with NewDay. On 31 October 2024 Mr D contacted NewDay to query why his payment due date had been changed to 29 t... (2 pages)View decision -
Decision Reference DRN-5182004
6 Mar 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5182004 The complaint Mr H and Mrs W complain about Travelers Insurance Company Limited’s (“TICL”) handling of their claim under their marine insurance policy. Mr H has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer ... (9 pages)View decision -
Decision Reference DRN-4872049
6 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4872049 The complaint Ms P was a customer of Revolut Ltd (“Revolut”). Ms P’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Ms P is represented by Refundee in this matter. However, where appropriate, I will refer to Ms P solely in this ... (5 pages)View decision -
Decision Reference DRN-5378468
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5378468 The complaint The estate of Mrs S is bringing a complaint on behalf of the late Mrs S. The estate is unhappy with Clydesdale Bank Plc trading as Virgin Money. The complaint has in more recent times been dealt with by representatives Mrs and Mr K so for ease I will refer to ... (4 pages)View decision -
Decision Reference DRN-5376390
6 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5376390 The complaint Mr M complains that Motability Operations Limited, trading as Motability Operations (‘MOL’), will not allow him to buy the car that is the subject of his hire agreement with them. When I refer to what Mr M and MOL have said or done, it should also be taken to ... (5 pages)View decision
