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
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Decision Reference DRN-5152559
27 Nov 2024 Bradford & Bingley Limited Not upheldInvestmentsDRN-5152559 The complaint Mr and Mrs Cs complaint relates to two mortgage endowment policies they were sold by Bradford & Bingley Limited (B&B). They believe that the policies were mis-sold to them as they were led to believe the policies would reach their target values at the e... (3 pages)View decision -
Decision Reference DRN-5173734
27 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5173734 The complaint Mrs T complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim under her pet insurance policy and added exclusions retrospectively. Where I refer to Red Sands, this includes the actions of its agents and claims handlers for which i... (4 pages)View decision -
Decision Reference DRN-4748965
27 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-4748965 The complaint Mr A complains that a car acquired with finance from Black Horse Limited (‘Black Horse’) wasn’t of satisfactory quality. Mr A is represented in this complaint by his solicitors, but for ease of reference I have referred to Mr A throughout this decision. What ha... (2 pages)View decision -
Decision Reference DRN-5173506
27 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5173506 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited unfairly rejected a claim under their home insurance policy. For simplicity, and because most of the information about the complaint has been provided by Mrs H, I’ll refer mainly to her from here ... (5 pages)View decision -
Decision Reference DRN-4947233
27 Nov 2024 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-4947233 The complaint Mr K complains about complains about how Allied World Assurance Company (Europe) dac (‘Allied World’) responded to a claim he made under a residential landlord’s property insurance policy. A lot of Mr K’s dissatisfaction stems from the actions of agents acting ... (4 pages)View decision -
Decision Reference DRN-5173641
27 Nov 2024 ReAssure Limited UpheldMortgagesDRN-5173641 The complaint The executor of Mr F’s estate has complained about the administration of a home reversion plan (HRP) by ReAssure Limited in 2023. The complaint relates to the following matters: Items were stolen from the property by contractors ReAssure sent to the property ... (8 pages)View decision -
Decision Reference DRN-5123384
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5123384 The complaint Mr and Mrs W have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them fee-paying Platinum and Premier packaged bank accounts in March 2011 and December 2011 respectively. Mr and Mrs W say the accounts were mis-sold, because they went to rely on the breakdo... (3 pages)View decision -
Decision Reference DRN-5163483
27 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5163483 The complaint Mr R is unhappy that Domestic & General Insurance Plc (D&G) declined his claim for a damaged mobile phone under his extended warranty insurance. What happened Mr R took out the extended warranty in January 2024. D&G is the underwriter on the policy.... (2 pages)View decision -
Decision Reference DRN-5033271
27 Nov 2024 Paragon Bank Plc UpheldConsumer CreditDRN-5033271 The complaint Mr C complains about a car acquired through a Hire Purchase agreement with Paragon Bank Plc (‘Paragon’). Mr C complains he has had problems with the car and says the ultimate engine failure of the car stemmed from a problem that existed at the point of supply. ... (5 pages)View decision -
Decision Reference DRN-4897387
27 Nov 2024 Aspen Insurance UK Limited UpheldInsuranceDRN-4897387 The complaint Mr C is complaining about the way Aspen Insurance UK Limited has handled a claim he made on his commercial property insurance policy. Aspen has used a loss adjustor to handle the claim on its behalf. But, for ease of reference, I shall refer to anything the los... (3 pages)View decision
