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-4786956
23 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4786956 The complaint Miss J complains that NewDay Ltd, who I’ll call NewDay, were unreasonable to report a missed payment to the credit reference agencies while she was on a payment holiday. What happened In March 2023 NewDay wrote to Miss J to advise her that she’d missed a payment o... (2 pages)View decision -
Decision Reference DRN-4813590
23 May 2024 U K Insurance Limited UpheldInsuranceDRN-4813590 The complaint Mr S complains that UK Insurance Limited (trading as Direct Line) didn’t notify him that it had decided not to automatically renew his commercial van insurance policy. What happened Mr S took out van insurance with Direct Line in April 2021 and his policy was auto... (3 pages)View decision -
Decision Reference DRN-4811002
22 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4811002 The complaint Mrs S has complained that Inter Partner Assistance SA (IPA) declined a claim she made on a travel insurance policy. What happened Mrs S and her son had a holiday abroad booked to start on 10 September 2023. They arrived at the airport and found out about half an h... (2 pages)View decision -
Decision Reference DRN-4746785
22 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4746785 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) valued his car too low when coming to settle his claim under his motor policy following the theft of his vehicle. What happened Following a theft claim, Mr B’s car was deemed uneconomical to repair so it offer... (3 pages)View decision -
Decision Reference DRN-4763553
22 May 2024 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4763553 The complaint Mr S complained that ReAssure Life Limited (ReAssure), used the wrong date to value his pension benefits when they were transferred to a Self Invested Personal Pension (SIPP). He would like to be compensated for any financial loss he has suffered as a result and f... (6 pages)View decision -
Decision Reference DRN-4745786
22 May 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4745786 The complaint Mrs B complained about the poor service she received from Aviva Life & Pensions UK Limited following the death of her husband. Mrs B has been assisted in bringing this complaint by a family member. For the purposes of simplicity, I will refer to all correspond... (2 pages)View decision -
Decision Reference DRN-4784372
22 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4784372 The complaint Mr R is complaining about Zopa Bank Limited because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened Following his application, in May 2013, Mr R was given a loan with Zopa for £15,000. The loan was repayable over 3 years with a... (4 pages)View decision -
Decision Reference DRN-4806913
22 May 2024 AML Associates Financial Services Ltd UpheldInsuranceDRN-4806913 The complaint Mr G and Mrs K are unhappy that AML Associates Financial Services Limited (‘AML’) mis- sold them a joint decreasing life insurance policy with critical illness cover (‘the policy’). What happened Mr G and Mrs K applied for the policy – through AML – at the end of ... (7 pages)View decision -
Decision Reference DRN-4706705
22 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4706705 The complaint Miss N complains that Zopa Bank Limited, who I’ll call Zopa, were unreasonable not to default her loan earlier. What happened Miss N took out a fixed sum loan with Zopa in August 2021. She made the first payment but then entered into a Debt Management Plan (DMP). ... (2 pages)View decision -
Decision Reference DRN-4808378
22 May 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4808378 The complaint Miss R says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Miss R took out a loan for £15,000 over 60 months in April 2022. The monthly repayments were £371.98 and the total repayable was £22,424.76.... (4 pages)View decision
