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 119923 results
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Decision Reference DRN-4470451
22 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4470451 The complaint Mrs B complains about the service she received from Domestic & General Insurance Plc (DG) under a protection policy for her dishwasher. References to DG include their agents who administer and carry out services under policies. Mrs B was supported by a represe... (4 pages)View decision -
Decision Reference DRN-4462699
22 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4462699 The complaint Mr O complains about the final settlement offered by Admiral Insurance (Gibraltar) Limited following a claim he made on his motor insurance policy. Reference to Admiral includes its agents. Mr O has been assisted by a representative on this case. But for ease of r... (4 pages)View decision -
Decision Reference DRN-4376916
21 Nov 2023 INSURE GROUP LIMITED UpheldInsuranceDRN-4376916 The complaint Mrs M has complained that a claim she made under a home emergency policy arranged through Insure Group Limited (Insure) was declined because the policy had been cancelled. References to Insure include its agents and representatives. What happened Mrs M took out a ... (3 pages)View decision -
Decision Reference DRN-4469129
21 Nov 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4469129 The complaint Miss S complains about cosmetic treatment she bought using finance from Mitsubishi HC Capital UK Plc trading as Novuna Capital (‘Novuna’). What happened The background facts of this case are well known to the parties so I will only cover these briefly. Miss S boug... (4 pages)View decision -
Decision Reference DRN-4446423
21 Nov 2023 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4446423 The complaint Mr B complains that Legal and General Assurance Society Limited (L&G) failed to set up his pension annuity in a timely manner, failed to respond to queries and haven’t fairly compensated him for the inconvenience and loss of interest during the delay. And, whe... (3 pages)View decision -
Decision Reference DRN-4457769
21 Nov 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4457769 The complaint Mr and Mrs C complain that Highway Insurance Company Limited declined a claim they made under their home insurance policy for roof damage. What happened I issued a provisional decision in which I said: As the circumstances of this complaint aren’t in dispute, I’ll... (3 pages)View decision -
Decision Reference DRN-4468934
21 Nov 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4468934 The complaint Mrs A complains that Mulsanne Insurance Company Limited should meet her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car-maker with a diesel engine and first registered ... (6 pages)View decision -
Decision Reference DRN-4235917
21 Nov 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4235917 The complaint Mrs R complains that Revolut Ltd blocked and closed her account. She would like a reason as well as a refund for fees and charges incurred. What happened Mrs R had an account with Revolut. During August 2022 Revolut carried out a review of Mrs R’s account. On 1 Se... (3 pages)View decision -
Decision Reference DRN-4437757
21 Nov 2023 Campbell & Associates Independent Financial Advice Ltd UpheldInvestmentsDRN-4437757 The complaint Mr and Mrs G complain Campbell & Associates Independent Financial Advice Ltd (“Campbell”) failed to invest a total of £51,400 they transferred to it as ISA contributions. What happened Mr and Mrs G each held ISAs on a platform I’ll refer to as “Platform A”. Wi... (4 pages)View decision -
Decision Reference DRN-4309808
21 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4309808 The complaint Mr B complains that Wise Payments Limited, trading as Wise, won’t refund money he lost when he was the victim of a scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’... (6 pages)View decision
