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 120436 results
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Decision Reference DRN-4281312
18 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4281312 The complaint Mr G has complained Madison CF UK Limited, trading as 118 118 Money, is holding him liable for a personal loan he didn’t take out. What happened A loan with 118 118 Money for £5,000 was taken out in Mr G’s name on 31 May 2022. At the time Mr G had recently taken o... (3 pages)View decision -
Decision Reference DRN-4350299
18 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4350299 The complaint Mr and Ms W complain about what happened when they tried to make an overpayment onto their mortgage with Barclays Bank UK PLC. Ms W said Barclays repeatedly told her to go into a branch, even after she’d explained this wasn’t suitable for her. What happened Whilst... (6 pages)View decision -
Decision Reference DRN-4180491
18 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4180491 The complaint Mr K complains about the way Great Lakes Insurance SE dealt with a claim on his pet insurance policy. Where I refer to Great Lakes, this includes its agents and claims handlers acting on its behalf. What happened In December 2022, when Mr K’s pet dog had a problem... (2 pages)View decision -
Decision Reference DRN-4286739
18 Sep 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4286739 The complaint Mr C says Aviva Life & Pensions UK Limited (Aviva) informed him of incorrect transfer values for his personal pension over a period of years. He says this impacted on decisions he made about funding his income in retirement. Mr C is represented by his independ... (6 pages)View decision -
Decision Reference DRN-4103408
18 Sep 2023 ReAssure Limited UpheldInvestmentsDRN-4103408 The complaint Mr P complains that after administration of his endowment policies was transferred to ReAssure Limited, he has been unable to obtain on-line surrender valuations. What happened Mr P has several endowment policies that are now managed by ReAssure. Mr P says that be... (2 pages)View decision -
Decision Reference DRN-4354018
18 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4354018 The complaint Mrs H is unhappy with Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a claim made under her home insurance policy. She also says damage was caused to her property during the claim. Where I’ve referred to Admiral, this also includes any actions or co... (3 pages)View decision -
Decision Reference DRN-4105111
18 Sep 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4105111 The complaint Mr B complains that Creation Consumer Finance Ltd is asking him to pay for a laptop he didn’t receive. Mr B is represented by another party but for ease of reference I have referred to Mr B throughout this decision. What happened Mr B ordered a laptop on 9 Novembe... (3 pages)View decision -
Decision Reference DRN-4309715
18 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4309715 The complaint Mrs B complains about Advantage Insurance Company Limited’s (Advantage) poor service and low settlement offer, following a claim under her home insurance policy. What happened Mrs B contacted Advantage to make a claim for accidental damage. She told Advantage that... (3 pages)View decision -
Decision Reference DRN-4260202
18 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4260202 The complaint Ms M complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) handling of her claim under her home insurance policy. What happened Ms M made a claim to RSA following an escape of water incident at her home which caused damage to her study. RSA sourced ... (4 pages)View decision -
Decision Reference DRN-4353930
18 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4353930 The complaint Mr B and Mr S complain that Royal and Sun Alliance Insurance Limited (RSA) poor handling of their claim under their home insurance policy. What happened Mr B and Mr S had a leak at their home. They made a claim against their policy with RSA. After a delay, an engi... (3 pages)View decision
