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 356013 results
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Decision Reference DRN-5225421
8 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5225421 The complaint Mr W has complained that U K Insurance Limited (UKI) has recorded two claims against him and charged him two excesses under his car insurance policy for an incident that he considers should be treated as one claim. Any reference to UKI includes its agents. What... (2 pages)View decision -
Decision Reference DRN-5248748
8 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248748 The complaint Mrs N complains that HSBC UK Bank Plc (HSBC) won’t refund her after she was the victim of a scam. What happened Mrs N was contacted via a popular messaging platform and was told about a part-time job she could perform from home. Mrs N had been looking for a pa... (4 pages)View decision -
Decision Reference DRN-5208452
8 Jan 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5208452 The complaint Mr L complains that N.I.I.B. Group Limited, trading as Northridge Finance, has reported a late payment to the credit reference agencies. What happened A used car was supplied to Mr L under a hire purchase agreement with Northridge Finance that he electronically... (2 pages)View decision -
Decision Reference DRN-4808735
8 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-4808735 The complaint Mr R and Miss H complain that U K Insurance Limited (“UKI”) declined a claim they made under their home insurance policy. Reference to UKI includes their agents and representatives. And as he’s primarily dealt with the complaint, for ease of reading, I’ll refe... (3 pages)View decision -
Decision Reference DRN-5013779
8 Jan 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5013779 The complaint Mr K complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr K under a hire purcha... (4 pages)View decision -
Decision Reference DRN-5246200
8 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5246200 The complaint Mr G complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr G says he was approached b... (45 pages)View decision -
Decision Reference DRN-5196232
8 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5196232 The complaint Miss K complains that Assurant General Insurance Limited mishandled her claim on a mobile phone insurance policy. What happened Miss K had a mobile phone insured on a policy with Assurant. Her phone had a “dual SIM” feature. Unfortunately, on 31 December 2023... (3 pages)View decision -
Decision Reference DRN-5241128
8 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5241128 The complaint Miss C complains that National Westminster Bank Plc refused her request for a cash withdrawal from her savings account and that she felt racially discriminated against. What happened Miss C went into a NatWest branch to withdraw a significant amount of cash. Na... (4 pages)View decision -
Decision Reference DRN-5214280
8 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5214280 The complaint Mr P complains that Zurich Assurance Ltd hasn’t paid a claim he made under an income protection policy. What happened Mr P was diagnosed with a generalised anxiety disorder in 2020. He was taking regular medication to manage his condition. But around November ... (8 pages)View decision -
Decision Reference DRN-5221435
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5221435 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened Mr B applied for a credit card with Aqua in February 2018. In his application Mr B said he wa... (3 pages)View decision
