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 128312 results
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Decision Reference DRN-4857013
6 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4857013 The complaint Miss R complains that Casualty & General Insurance Company (Europe) Ltd (C&G) has unfairly turned down her claim on her pet insurance policy. What happened Around a week after Miss R took out her pet insurance policy with C&G, she took her dog to t... (3 pages)View decision -
Decision Reference DRN-4803535
6 Aug 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4803535 The complaint Mrs S complains about how Domestic & General Insurance Plc (D&G) dealt with her household appliance insurance claim. What happened Mrs S had household appliance insurance for her washing machine, insured by D&G. On 15 January 2024 she called D&... (4 pages)View decision -
Decision Reference DRN-4604044
6 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4604044 The complaint Mrs L has complained about the way U K Insurance Limited trading as NIG (UKI) handled a claim she made for water damage to her property following the completion of repairs after a previous flood damage claim. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-4887037
6 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4887037 The complaint Mr P complains that Ageas Insurance Limited (‘Ageas’) mishandled his claim on a motor insurance policy. What happened Mr P lives on an island that is a Crown Dependency. The subject matter of the claim and the complaint is a sporty diesel hatchback made by a ... (3 pages)View decision -
Decision Reference DRN-4632442
6 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4632442 The complaint Miss S complains that Creation Consumer Finance Ltd declined to refund her for a soundbar she returned which went missing. What happened Miss S has a regulated running account credit agreement with Creation. In September 2023 she used this to finance her purcha... (2 pages)View decision -
Decision Reference DRN-4944681
6 Aug 2024 First Complete Ltd UpheldMortgagesDRN-4944681 The complaint Miss N complained that she asked a broker working for First Complete Ltd trading as PRIMIS Mortgage Network (“PRIMIS”) to reserve a rate for her residential mortgage, but the rate wasn’t reserved. Miss N said rates rose, and she’s paying more now as a result. W... (4 pages)View decision -
Decision Reference DRN-4946105
6 Aug 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4946105 The complaint Miss M and Mr P complain about fees and charges Barclays Bank UK PLC has added to their mortgage account. They’re also unhappy with the customer service they received when they queried the fees last year. What happened Barclays wrote to Miss M and Mr P in Septe... (5 pages)View decision -
Decision Reference DRN-4948262
6 Aug 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4948262 The complaint Miss M complains she entered into an agreement with St. James’s Place Wealth Management Plc (SJP) in June 2015 whereby she started paying an annual fee and SJP agreed to provide reviews, but these didn’t take place. What happened Miss M says she met with an SJ... (5 pages)View decision -
Decision Reference DRN-4768887
6 Aug 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4768887 The complaint Mr C complains that Just Retirement Limited (Just) caused avoidable delays to his purchase of a retirement annuity. This meant that his income didn’t start when it was expected to. What happened Mr C has a Self-Invested Personal Pension (SIPP) with a business I... (6 pages)View decision -
Decision Reference DRN-4947717
6 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4947717 The complaint Mr and Mrs A have complained about the way Ageas Insurance Limited settled a claim they made under their home insurance policy. Mr A has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Ageas includes its agents and represe... (7 pages)View decision