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 364422 results
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Decision Reference DRN-5123742
4 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5123742 The complaint Mr P complains about delays and the quality of repairs carried out by esure Insurance Limited (“esure”) after making a claim on his car insurance policy. What happened In April 2023 Mr P found that his car had been damaged with spray... (2 pages)View decision -
Decision Reference DRN-5178826
4 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5178826 The complaint Mrs R is unhappy with how Accredited Insurance (Europe) Ltd (“AIE”) has handled a subsidence claim made on her home insurance policy. Any reference to AIE includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (5 pages)View decision -
Decision Reference DRN-5113821
4 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5113821 The complaint Mr S complained because Lloyds Bank PLC refused to refund him for a transaction he said he hadn’t authorised. What happened On 6 September 2023, an online £8,000 payment was made from Mr S’s Lloyds credit card, to a university. It was made online, using Strong... (4 pages)View decision -
Decision Reference DRN-4894801
4 Dec 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4894801 The complaint Mr D complains that in 2000, Sesame Limited gave him unsuitable advice to transfer his existing section-32 (‘s32’) buyout plan to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes this has caused a financial loss.... (7 pages)View decision -
Decision Reference DRN-4945381
4 Dec 2024 ReAssure Limited Not upheldInvestmentsDRN-4945381 The complaint Mrs F complains about obstructions she says were caused by ReAssure Limited when surrendering her Flexible Mortgage Individual Savings Account (FMISA). Mrs F is being represented in her complaint by a family member. For ease I will refer to all actions as being... (2 pages)View decision -
Decision Reference DRN-5188604
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5188604 The complaint The executors for the estate of Mr B complain about the decision by Aviva Insurance Limited to turn down a personal accident claim. What happened The late Mr B held personal accident cover with Aviva. The executors made a claim after Mr B sadly passed away fol... (3 pages)View decision -
Decision Reference DRN-5099824
4 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5099824 The complaint Mr D complains that The Co-operative Bank Plc (The Co-op) unfairly restricted and later closed his accounts, and it won’t return his funds. What happened Around August last year, The Co-op restricted Mr D’s accounts and later closed them following a two-month n... (3 pages)View decision -
Decision Reference DRN-4866940
4 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4866940 The complaint Mr and Mrs R complain Accredited Insurance (Europe) Ltd (Accredited Insurance) unfairly declined to settle their claim on their home insurance policy. References to Mr R or Mrs R, will include the other. Accredited Insurance are the underwriters of this polic... (3 pages)View decision -
Decision Reference DRN-5078218
4 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5078218 The complaint Mr D complains that Nationwide Building Society failed to note his vulnerability, due to medical conditions, on its records. And that its adviser intentionally disconnected a call when he called to complain about it. What happened In October 2023 Mr D sent an ... (3 pages)View decision -
Decision Reference DRN-5188579
4 Dec 2024 UCB Home Loans Corporation Ltd Not upheldMortgagesDRN-5188579 The complaint Mr and Mrs L’s complaint arises out of their buy-to-let (BTL) mortgage account with UCB Home Loans Corporation Ltd (referred to here as “UCB”). Mr and Mrs L are unhappy that, when their mortgage term expired in 2018, UCB failed to notify them that the interest... (3 pages)View decision
