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 120163 results
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Decision Reference DRN-4375796
2 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4375796 The complaint Miss E is unhappy that Great Lakes Insurance SE declined a claim made on her travel insurance policy (the policy). What happened Miss E made a claim under the policy to cover medical, accommodation and travel costs incurred by her whilst she was away from home and... (3 pages)View decision -
Decision Reference DRN-4295855
2 Oct 2023 Hiscox Underwriting Limited UpheldInsuranceDRN-4295855 The complaint Miss F complains about Hiscox Underwriting Limited continuing to take payments for her home insurance policy after she’d decided not to renew her policy and take out cover with another insurer. Hiscox use agents to administer the policy and to assess claims. Refe... (3 pages)View decision -
Decision Reference DRN-4377149
2 Oct 2023 more 2 life Ltd UpheldMortgagesDRN-4377149 The complaint This complaint’s about an equity release mortgage that Mr and Mrs G hold with more 2 life Ltd (M2L). They took it out in 2018, and then applied to “port” – that is, move the debt over to a new mortgage on a different property. The essence of Mr and Mrs G’s complai... (4 pages)View decision -
Decision Reference DRN-4375922
2 Oct 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4375922 The complaint Mrs B complains that Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (Sun Life) hasn’t increased her annuity payments correctly. Sun Life said it’d only been able to legally increase her annuity income by 5% each year af... (10 pages)View decision -
Decision Reference DRN-4309297
2 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4309297 The complaint Mr and Mrs T are unhappy that Great Lakes Insurance SE proportionately settled a claim they made on their travel insurance policy. What happened Mr and Mrs T took out an annual travel insurance policy in January 2022. Mr T became unwell whilst they were on holiday... (3 pages)View decision -
Decision Reference DRN-4314502
2 Oct 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4314502 The complaint Mrs G is unhappy with the delays caused by ReAssure Limited (ReAssure) during the process of accessing her pension fund held with them. She states that these delays have caused her financial loss because the value of her pension fund reduced during this time. What... (3 pages)View decision -
Decision Reference DRN-3986432
2 Oct 2023 HSBC UK Bank Plc UpheldMortgagesDRN-3986432 The complaint Miss F’s complaint is about a mortgage she applied for with HSBC UK Bank Plc trading as first direct (and referred to here as HSBC). Ms F says that HSBC gave her incorrect information about the date her mortgage offer would expire. To settle the compliant Ms F wan... (3 pages)View decision -
Decision Reference DRN-4372965
2 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4372965 The complaint Mr and Mrs C are unhappy with the service they received from Aviva Insurance Limited and their decision to decline their claim. Mr and Mrs C did deal with agents of Aviva but I’ll only refer to Aviva in my decision as they are ultimately responsible for the compla... (7 pages)View decision -
Decision Reference DRN-4302559
2 Oct 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4302559 Complaint Mr B has complained about a loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable. Background Everyday Loans provided Mr B with a loan for £1,300.00 in June 2021. This loan had an APR of 249.5% and a term of 24 ... (3 pages)View decision -
Decision Reference DRN-4350205
2 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4350205 The complaint Miss T has complained that National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from leaving her account despite her having a gambling block in place. Background Miss T has explained that she contacted NatWest in 2020 by phone and asked i... (3 pages)View decision
