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 130193 results
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Decision Reference DRN-4993249
18 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4993249 The complaint Mr B is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim he made on his car insurance policy. What happened Mr B had a car insurance policy with LV. In December 2023, Mr B contacted LV to make a claim. Mr ... (3 pages)View decision -
Decision Reference DRN-4844978
18 Sep 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4844978 The complaint Ms C complains that a car acquired under a conditional sale agreement with Stellantis Financial Services UK Limited (Stellantis) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this comp... (4 pages)View decision -
Decision Reference DRN-5022102
18 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5022102 The complaint Mr S has complained about the way Evolution Insurance Company Limited acted in relation to a Home Rescue policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr S took out a Home Rescue policy through a company I’ll c... (4 pages)View decision -
Decision Reference DRN-5026125
18 Sep 2024 Lloyds Bank PLC UpheldMortgagesDRN-5026125 The complaint Mr and Mrs G complain about the way that Lloyds Bank PLC has administered their mortgage. What happened In 2008, Mr and Mrs G took out an interest only mortgage with Lloyds over a term of 30 years. The interest rate tracked the Bank of England base rate, with a... (5 pages)View decision -
Decision Reference DRN-4986534
18 Sep 2024 Fortrade Limited UpheldInvestmentsDRN-4986534 The complaint Mr H complains Fortrade Limited (“Fortrade”) is at fault for losses he suffered on his Fortrade trading account. Mr H complains Fortrade didn’t give him enough training on how to trade on the account. He also complains he was pressured to trade more and add mor... (6 pages)View decision -
Decision Reference DRN-5027923
18 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027923 The complaint Miss F is unhappy that Monzo Bank Ltd (Monzo) won’t reimburse the money she lost to an investment scam. What happened The investigator’s letters of 15 November 2023 and 26 March 2024 outlined the background to this complaint. But briefly Miss F fell victim to ... (6 pages)View decision -
Decision Reference DRN-5015362
18 Sep 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-5015362 The complaint Mr H has complained about a transfer of his Sun Life Assurance Company of Canada (UK) Limited (Sun Life) Free Standing Additional Voluntary Contributions (FSAVC) policy – which is a type of personal pension – to a small self-administered scheme (SSAS) in Octobe... (16 pages)View decision -
Decision Reference DRN-4888233
18 Sep 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4888233 The complaint Mr S and the estate of Mrs S complain that Legal and General Assurance Society Limited declined a claim on a life insurance policy. What happened Mr and Mrs S took out a joint life insurance policy with Legal and General in 2016. In 2023 Mrs S sadly died and Mr... (3 pages)View decision -
Decision Reference DRN-5027882
18 Sep 2024 SME HCI Limited UpheldConsumer CreditDRN-5027882 The complaint X complains that SME HCI Limited, trading as Vivup, were unreasonable to ask him to pay a “disposal charge” when his bike hire agreement ended. What happened I issued my provisional decision on this complaint in August 2024. An extract from that provisional de... (3 pages)View decision -
Decision Reference DRN-5024613
18 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5024613 The complaint Mr M has complained that an approved repairer (AR) of Admiral Insurance (Gibraltar) Limited caused additional damage to his car when it carried out repairs. Mr M made a claim for damage to his car under his car insurance policy with Admiral. What happened In Oc... (3 pages)View decision