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 125400 results
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Decision Reference DRN-4762924
29 May 2024 One Sure Insurance Limited UpheldInsuranceDRN-4762924 The complaint Mr N complains that his broker, One Sure Insurance Limited, caused his commercial motor insurance policy to be cancelled and didn’t tell him this. He wants the cancellation marker removed. What happened Mr N said he renewed his policy through One Sure and paid fo... (2 pages)View decision -
Decision Reference DRN-4766166
29 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4766166 The complaint Mr B and Ms B complain about Aviva Insurance Limited’s handling of claims made under their home (buildings and contents) insurance and home emergency policies. Mr B and Ms B are joint policyholders. As most of the communication relating to the complaint has been f... (5 pages)View decision -
Decision Reference DRN-4668041
29 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4668041 The complaint Mr A complains that Lloyds Bank PLC hasn’t returned the balance from his account to him. What happened Mr A said Lloyds closed his current account in December 2022 following an incident at its branch, since when Mr A has been trying to retrieve the funds from his ... (2 pages)View decision -
Decision Reference DRN-4822021
29 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4822021 The complaint Mr J complained that Aviva Insurance Limited (“Aviva”) hasn’t fairly considered some of the damage caused by a fallen tree onto his property. He holds a home insurance policy. What happened Mr H made a claim after a tree fell on to his property damaging part of hi... (5 pages)View decision -
Decision Reference DRN-4793367
29 May 2024 Progressive Money Limited UpheldConsumer CreditDRN-4793367 The complaint Mr J is complaining about Progressive Money Limited because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened In September 2018, Mr J took a loan with Progressive Money. He borrowed £10,000 over a term of five years, with a month... (4 pages)View decision -
Decision Reference DRN-4804101
29 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4804101 The complaint Mr W complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (35 pages)View decision -
Decision Reference DRN-4495693
29 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4495693 The complaint Ms F complains about the way Aviva Insurance Limited handled a claim under her property owners insurance policy and its refusal to pay her surveyor’s fees. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes respo... (3 pages)View decision -
Decision Reference DRN-4564432
29 May 2024 Motherwell and District Credit Union UpheldBanking and PaymentsDRN-4564432 The complaint Ms J complains Motherwell and District Credit Union (MDCU) provided poor service. What happened Ms J was looking to borrow some money from MDCU and contacted it to ask how much she might be able to borrow. Ms J was told she’d be able to ‘share load’, pay money int... (4 pages)View decision -
Decision Reference DRN-4821559
29 May 2024 QIC Europe Ltd UpheldInsuranceDRN-4821559 The complaint Mr T complains about the way QIC Europe Limited handled a claim he made on his home insurance policy following an escape of water. What happened In November 2022, Mr T found a leak under the floor in his property when some underfloor insulation was being fitted. H... (5 pages)View decision -
Decision Reference DRN-4808730
29 May 2024 Insure & Go Insurance Services Ltd UpheldInsuranceDRN-4808730 The complaint Mr and Mrs M complain about the way Insure & Go Insurance Services Ltd (I&G) has administered their travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are ... (5 pages)View decision
