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 121877 results
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Decision Reference DRN-4451618
23 Jan 2024 Amplifi Capital (U.K.) Limited UpheldBanking and PaymentsDRN-4451618 The complaint Mr M complains Amplifi Capital (U.K.) Limited trading as My Community Finance (MCF) failed to act on his instructions regarding his maturing deposit held with them. What happened Mr M says he deposited funds with MCF on a one-year fixed deposit that had a maturity... (3 pages)View decision -
Decision Reference DRN-4426192
23 Jan 2024 Progressive Money Limited UpheldConsumer CreditDRN-4426192 The complaint Mrs N says Progressive Money Limited (PML) irresponsibly lent to her. What happened Mrs N took out a loan for £10,000 over 60 months from PML on 12 July 2017. The monthly repayments were £368.51 and the total repayable was £22,110.40. Mrs N settled the loan early ... (3 pages)View decision -
Decision Reference DRN-3839192
23 Jan 2024 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3839192 The complaint Mr R complains about the advice NTM Financial Services Ltd (‘NTM’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice might not have been suitable for him and may have caused a... (4 pages)View decision -
Decision Reference DRN-4540805
23 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4540805 The complaint Mr and Mrs L are unhappy with what Royal & Sun Alliance Insurance Limited did after they made claims on their landlord rent guarantee insurance policy. What happened In September 2021, Mr and Mrs L’s tenants fell into arrears on the insured property. They made... (2 pages)View decision -
Decision Reference DRN-4575764
23 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4575764 The complaint Miss C complains that Great Lakes Insurance SE has turned down a missed departure claim she made on a 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 the ke... (3 pages)View decision -
Decision Reference DRN-4534523
23 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4534523 The complaint Miss B has complained that Admiral Insurance (Gibraltar) Limited declined a subsidence claim made on her home insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. In 2022, Miss B noticed a small... (3 pages)View decision -
Decision Reference DRN-4573788
23 Jan 2024 TICORP Ltd UpheldInsuranceDRN-4573788 The complaint Mr and Mrs S have complained that TICORP Ltd (trading as Avanti) mis-sold a travel insurance policy to them. What happened Mr and Mrs S bought an annual multi trip travel insurance policy through Avanti. They are unhappy that Avanti made a mistake when the policy ... (3 pages)View decision -
Decision Reference DRN-4564996
23 Jan 2024 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-4564996 The complaint Mr D complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (Somerset) unfairly cancelled his motor insurance policy. For ease, any reference to Somerset includes the actions of its agent. What happened The circumstances of this complaint a... (4 pages)View decision -
Decision Reference DRN-4575106
23 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4575106 The complaint Mr and Mrs R complain about the way Aviva Insurance Limited dealt with a claim they made under their home emergency insurance policy for a drainage problem. Mr R has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Aviva include... (4 pages)View decision -
Decision Reference DRN-4552104
23 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4552104 The complaint Mrs K complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Mrs K says she’d had a John Lewis credit card for several years and found it useful as she shopped at Waitrose on a regular basis meaning she e... (3 pages)View decision
