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 365917 results
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Decision Reference DRN-5030897
6 Dec 2024 Skrill Limited UpheldBanking and PaymentsDRN-5030897 The complaint Mr A complains Skrill Limited (“Skrill”) didn’t close his account when he asked them to and told them he had a gambling problem. What happened Mr A has held an account with Skrill since 2018. He told us he asked Skrill to close his account on a number of occasi... (3 pages)View decision -
Decision Reference DRN-5156724
6 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5156724 The complaint Mr D is unhappy with how Marshmallow Insurance Limited dealt with his car insurance claim. Mr D has been represented by a relative, Mr B. This complaint involves the actions of agents for whom Marshmallow is responsible. Any reference to Marshmallow includes ... (3 pages)View decision -
Decision Reference DRN-5190660
6 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5190660 The complaint Mr H complains that U K Insurance Limited (“UKI”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car or sports utility vehicle, made by an Asian car maker and firs... (5 pages)View decision -
Decision Reference DRN-5002010
6 Dec 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5002010 The complaint Mr B and Miss M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened Mr B and Miss M were on a trip abroad in December 2022 when they had problems with their return journey. They were ta... (4 pages)View decision -
Decision Reference DRN-5138905
6 Dec 2024 Santander UK Plc Not upheldConsumer CreditDRN-5138905 The complaint Mrs F complains that she was offered an APR of 13.9% instead of the representative APR of 6.2% by Santander UK Plc when she applied for a personal loan. She believes that the loan application algorithm is discriminatory. What happened In April 2024 Mrs F began ... (2 pages)View decision -
Decision Reference DRN-5195977
6 Dec 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5195977 The complaint Mr M is unhappy that ReAssure Ltd failed to process a number of his regular pension contributions, and also failed to provide access to his online account portal. What happened Mr M had a pension with ReAssure, which he started taking benefits from via a flexi-... (8 pages)View decision -
Decision Reference DRN-5143508
6 Dec 2024 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5143508 The complaint Mr K complains that Capquest Debt Recovery Limited (Capquest) attempted to contact him using a phone number that no longer belonged to him, when he had requested all contact should be by email. What happened Mr K had a credit card account which was opened in 20... (3 pages)View decision -
Decision Reference DRN-5128465
6 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5128465 The complaint Mr W complains that due to an error made by Aviva Life & Pensions UK Limited (Aviva), his annuity is lower than Aviva quoted to him when he applied to take the benefits from the three personal pensions policies he held with it. What happened Mr W had three ... (6 pages)View decision -
Decision Reference DRN-5146277
6 Dec 2024 Union Bancaire Privee, UBP SA Not upheldInvestmentsDRN-5146277 The complaint Miss W complains that failures in the advice she received from Union Bancaire Privee, UBP SA caused her visa application to fail. She also complains the bank charged her unfairly for its services. What happened In 2019, Miss W was living abroad and applying fo... (3 pages)View decision -
Decision Reference DRN-5155765
6 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5155765 The complaint Mr S complains that Aviva Insurance Limited is responsible for mishandling his claim on a mobile phone insurance policy. What happened Mr S had insurance that covered a mobile phone that his young adult daughter used. Aviva was the insurance company that was r... (3 pages)View decision
