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 361839 results
-
Decision Reference DRN-5067137
10 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5067137 The complaint Ms B complains that Aviva Life & Pensions UK Limited (Aviva) failed to provide her with the information she requested on her pension plan in a timely manner. She also complains that it provided incorrect information and that it sent information she didn’t a... (7 pages)View decision -
Decision Reference DRN-5200351
10 Dec 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5200351 The complaint Ms T complains that Clydesdale Bank Plc trading as Yorkshire Bank has not calculated the interest on her mortgage fairly. What happened Ms T has a mortgage with Yorkshire. She said that it gave her a formula that it uses to calculate interest – but it does not ... (2 pages)View decision -
Decision Reference DRN-5199867
10 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5199867 The complaint Mr B complains Accelerant Insurance Europe SA/NV UK Branch (“A”) has declined to settle a buildings insurance claim against his commercial property insurance policy in full. For ease of reading references to Mr B include the actions of his wife and references ... (4 pages)View decision -
Decision Reference DRN-5200618
10 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5200618 The complaint Mr H complains about the way Admiral insurance (Gibraltar) Limited handled a claim he made on his motor insurance policy. What happened In May 2023, Mr H made a claim on his motor insurance policy, following an accident. Admiral accepted the claim, but in Octob... (3 pages)View decision -
Decision Reference DRN-5157324
10 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5157324 The complaint Mr R complains about how Advantage Insurance Company Limited (Advantage) handled a claim he made on his motor insurance policy. What happened Mr R says his car was damaged by a falling tree branch and he contacted Advantage to make a claim under his motor insu... (3 pages)View decision -
Decision Reference DRN-5200314
10 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5200314 The complaint Miss H has complained about how Nationwide Building Society has treated her whilst she’s been in financial difficulties with her mortgage. She’s said she’s a vulnerable customer and Nationwide is taking legal action to take possession of the property, which wil... (4 pages)View decision -
Decision Reference DRN-4856980
10 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4856980 The complaint Mr A complains Aviva Life & Pensions UK Limited didn’t treat him fairly when it made changes to the investment funds available in his pension plan. What happened In 2023, Aviva introduced a new Baseline Exclusion Policy. This policy excluded some companies ... (2 pages)View decision -
Decision Reference DRN-5101058
10 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5101058 The complaint Mr K complains about Red Sands Insurance Company (Europe) Limited’s (“Red Sands”) offer to settle his claim under his Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr K made a claim under his motor insurance following an accident. The mot... (3 pages)View decision -
Decision Reference DRN-5146834
10 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5146834 The complaint Ms A complains that American Express Services Europe Limited (“AESEL”) registered a default against her when she had a payment plan in place. What happened Ms A holds a credit card account with AESEL. Ms A last made a payment on the account in May 2023. She con... (2 pages)View decision -
Decision Reference DRN-5176248
10 Dec 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5176248 The complaint Mr P complains about the way The Prudential Assurance Company Limited handled a serious illness claim he made on a life insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of the key e... (3 pages)View decision
