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-4425611
31 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4425611 The complaint Mr K is unhappy with the service he received from Great Lakes Insurance SE when he needed assistance whilst abroad. What happened Mr K has a ‘Staysure’ branded policy underwritten by Great Lakes. Mr K was abroad when he was made aware that his father was seriously... (4 pages)View decision -
Decision Reference DRN-4257854
31 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4257854 The complaint Mr F has complained about the delays Advantage Insurance Company Limited have caused dealing with a theft claim he made under his car insurance policy. Any reference to the insurer Advantage in my decision include its agents. What happened In January 2023 Mr F rep... (2 pages)View decision -
Decision Reference DRN-4351408
31 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4351408 The complaint Mr T is unhappy that a car supplied to him under a hire purchase agreement with Creation Consumer Finance Limited was of an unsatisfactory quality. Mr T is being represented in this complaint by Mr D. However, for ease of reference, I’ll refer to any comments or a... (4 pages)View decision -
Decision Reference DRN-4367093
31 Oct 2023 UNUM Limited UpheldInsuranceDRN-4367093 The complaint Mrs S has complained that UNUM Limited (‘Unum’) unfairly declined her claim. What happened Mrs S has a group income protection insurance policy via her employer, underwritten by Unum. This would pay a benefit after a deferred (waiting) period of 26 weeks if Mrs S ... (2 pages)View decision -
Decision Reference DRN-4057976
31 Oct 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4057976 The complaint Mr L complains that Chetwood Financial Limited trading as BetterBorrow (“BetterBorrow”) is holding him liable for the debt on a loan which he says he neither applied for nor knew about. What happened The background to this complaint is well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4282980
31 Oct 2023 Mercantile Claims Management Solutions Limited UpheldClaims ManagementDRN-4282980 The complaint Mr A and Mrs A complain that Mercantile Claims Management Solutions Limited trading as Claim Experts 4 U (CE4U) has unfairly asked them to pay a second fee for a mis-sold timeshare claim. For ease of reading I will only refer to Mr A n my decision. What happened I... (4 pages)View decision -
Decision Reference DRN-3917137
31 Oct 2023 Burley Financial Services Limited UpheldPensions and AnnuitiesDRN-3917137 The complaint Mr W complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Burley Financial Services Limited is responsible for answering this complaint and so to keep ... (12 pages)View decision -
Decision Reference DRN-4429710
31 Oct 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4429710 The complaint and what happened Miss I complains that Shop Direct Finance Company Limited, trading as very (“very”) provided her with a catalogue shopping account that she could not afford, and then increased the limit on it. In December 2018 very approved a catalogue shopping ... (3 pages)View decision -
Decision Reference DRN-4394625
31 Oct 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4394625 The complaint Miss F has complained about administrative errors made by Scottish Widows Limited in respect of her pension plan. What happened Miss F has a personal pension plan with Scottish Widows. Miss F complained to Scottish Widows about mistakes she said they’d made in adm... (4 pages)View decision -
Decision Reference DRN-4374579
31 Oct 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4374579 The complaint Complaint Mr B complains about the Helvetia Global Solutions Ltd handled a claim he made for a damaged sofa under his furniture insurance policy. What happened In late 2022, Mr B made a claim on his policy, he said his leather sofa had been stained by a spillage. ... (3 pages)View decision
