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 128535 results
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Decision Reference DRN-4831635
14 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4831635 The complaint Mrs N has complained about the way in which Accredited Insurance (Europe) Ltd (‘Accredited’) handled her claim under her home insurance policy following fire damage to her property. For the avoidance of doubt, the term ‘Accredited’ includes reference to its repres... (4 pages)View decision -
Decision Reference DRN-4663600
14 Jun 2024 Saffron Insurance Services Ltd UpheldInsuranceDRN-4663600 The complaint A limited company, which I will refer to as J, complains about the assistance provided by Saffron Insurance Services Ltd in relation to a commercial vehicle insurance claim. What happened The following is intended only as a brief summary of events. J operates as a... (3 pages)View decision -
Decision Reference DRN-4813074
14 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4813074 The complaint Mr H complains about the way Liverpool Victoria Insurance Company Limited trading as LV= [“LV”] handled a claim he made on his buildings insurance policy following subsidence at his property. What happened I previously issued a provisional decision on this matter ... (8 pages)View decision -
Decision Reference DRN-4804780
14 Jun 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4804780 The complaint A limited company, which I will refer to as G, complains about the handling of and decision on its commercial motor insurance claim by Arch Insurance (UK) Limited. What happened The following is intended only as a brief summary of events. Additionally, whilst a nu... (4 pages)View decision -
Decision Reference DRN-4658916
14 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4658916 The complaint Mr W complains that Barclays Bank UK PLC made a number of errors when he switched his account to it. What happened Mr W opened a new account with Barclays on 30 November 2023 with a switch-in date of 8 December 2023. Barclays wrote to him on 12 December 2023 confi... (3 pages)View decision -
Decision Reference DRN-4060312
14 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4060312 The complaint Mr B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) wrongly facilitated the transfer of his occupational defined benefit (‘DB’) pension benefits into a Self-Invested Personal Pension (‘SI... (49 pages)View decision -
Decision Reference DRN-4691134
14 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4691134 The complaint Mr S complains about a car he acquired with credit provided by Moneybarn No. 1 Limited. What happened In November 2022 Mr S entered into a five-year regulated conditional sale agreement with Moneybarn to purchase a used car. The car was seven years old, its mileag... (3 pages)View decision -
Decision Reference DRN-4853942
14 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4853942 The complaint Mr T and Mrs G complain that Accredited Insurance (Europe) Ltd declined a storm damage claim made under their home insurance policy. Where I’ve referred to Accredited, this also includes any actions and communication by agents acting on their behalf. What happened... (3 pages)View decision -
Decision Reference DRN-4770308
14 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4770308 The complaint Mr I complains that esure Insurance Limited (“esure”) wouldn’t pay to repair his car after it was damaged by a third-party recovery company. What happened Mr I had a motor insurance policy with esure covering his car which was a battery powered vehicle. In April 2... (3 pages)View decision -
Decision Reference DRN-4756541
14 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4756541 The complaint Mr F complains about his mortgage with Mortgage Agency Services Number Five Limited (MAS5). In particular, he says that MAS5 unfairly increased the interest rate on his mortgage, meaning he was overcharged interest over many years. He complains that he’s become tr... (6 pages)View decision