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 121074 results
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Decision Reference DRN-4223897
31 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4223897 The complaint Mrs J complains that National Westminster Bank Plc unfairly closed her accounts. She says this caused her financial loss, trouble and upset. So, she wants NatWest to pay her compensation. What happened Mrs J had a current account and two savings accounts with NatW... (4 pages)View decision -
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
