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 120469 results
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Decision Reference DRN-3837110
20 Sep 2023 Reassured Ltd UpheldInsuranceDRN-3837110 The complaint The estate of Mr P complains that Reassured Ltd didn’t give Mr P the correct advice about how his mortgage protection policy should be set up. What happened The late Mr P had recently taken out up a new mortgage protection policy on a joint life basis with his par... (3 pages)View decision -
Decision Reference DRN-4140195
20 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4140195 The complaint Mr N complains about how Aviva Insurance Limited (“Aviva”) handled a claim under his car insurance policy. Mr N is represented in his complaint, but for ease I’ll refer to him throughout. When I mention Aviva I also mean its repairers and suppliers. What happened ... (3 pages)View decision -
Decision Reference DRN-4323945
20 Sep 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4323945 The complaint Mr M complains about how Haven Insurance Company Limited has handled a claim on his commercial vehicle insurance policy. What happened Mr M is a courier and insures his van with Haven. His van was damaged in an accident with another vehicle and so he claimed on hi... (3 pages)View decision -
Decision Reference DRN-4334833
20 Sep 2023 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4334833 The complaint Mr R complains that Tandem Personal Loans Limited won’t refund to him the money that he paid for some holiday club membership points. His wife is also involved in his complaint and he’s being represented by a legal adviser. What happened I issued a provisional dec... (6 pages)View decision -
Decision Reference DRN-4295509
20 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4295509 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim on his commercial vehicle insurance policy. What happened Mr B had an accident in his van around 200 miles from his home. He called Admiral to report the claim. Admiral collected Mr B’s... (3 pages)View decision -
Decision Reference DRN-4358877
20 Sep 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4358877 The complaint Mr S has complained that Madison CF UK Limited trading as 118 118 Money acted irresponsibly when it provided him with a credit card in early 2021. Background Mr S applied for a credit card with Madison in February 2021. He has said that the card was never affordab... (3 pages)View decision -
Decision Reference DRN-4183115
20 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4183115 The complaint Miss S complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim for damage under her motor insurance policy. When I mention Admiral I also mean its repairer. What happened Miss S had a motor insurance policy with Admiral. In July 20... (3 pages)View decision -
Decision Reference DRN-4358892
20 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4358892 The complaint Mr and Mrs S complain about the settlement offered by Great Lakes Insurance SE under their travel insurance claim. Great Lakes are the underwriters of this policy (the insurer). Part of this complaint concerns the actions of Great Lakes’ agent. Any reference to Gr... (3 pages)View decision -
Decision Reference DRN-4355470
20 Sep 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4355470 The complaint Mr S complains that Capital Professional Limited trading as Ascot Lloyd (Ascot Lloyd) caused delays in the transfer of his occupational pension scheme (OPS) to a self-invested personal pension (SIPP). Mr S complains that the cash equivalent transfer value (CETV) o... (6 pages)View decision -
Decision Reference DRN-4172922
20 Sep 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4172922 The complaint Mr S is a sole trader, trading as E. He complains that ClearBank Limited won’t fully refund payments he didn’t make. ClearBank partners with Tide to provide its accounts. While I’ve referred to both, ClearBank is ultimately responsible for this complaint. What hap... (3 pages)View decision
