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 119923 results
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Decision Reference DRN-4250446
1 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4250446 The complaint Mrs L complains that Aviva Insurance Limited (“Aviva”) treated her unfairly with the cost of her home insurance policy over a number of years. Mrs L’s complaint has been brought by a representative, who I’ll refer to as Mr L. What happened Mr L says he was going t... (3 pages)View decision -
Decision Reference DRN-4276527
1 Aug 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4276527 The complaint Mrs G complains Tesco Underwriting Limited (Tesco) did not keep her updated with progress of the repairs to her car and caused delays after she made a claim on her motor insurance policy. There are several parties and representatives of Tesco involved throughout t... (3 pages)View decision -
Decision Reference DRN-4276487
1 Aug 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4276487 The complaint Mrs R complains about advice she was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme to a type of personal pension plan arrangement. She says the advice, which was provided in 2000, was unsuitable for her and believes this has ... (8 pages)View decision -
Decision Reference DRN-4276488
1 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4276488 The complaint Mrs M complains that Santander UK Plc (“Santander”) flagged and reviewed a payment she was trying to make and is unhappy at the questions Santander asked her regarding the payment. She wants Santander to justify its decision to block and delay this payment both et... (3 pages)View decision -
Decision Reference DRN-3998350
1 Aug 2023 Sesame Limited UpheldMortgagesDRN-3998350 The complaint Miss A has complained about the poor customer service she received from Sesame Limited (represented by New Homes Mortgage Services LLP) when she was applying for a mortgage to buy a shared ownership property. Miss A also says she was pressurised by New Homes to ta... (3 pages)View decision -
Decision Reference DRN-4276473
1 Aug 2023 National Westminster Bank Plc UpheldMortgagesDRN-4276473 The complaint Miss C and Mr H have complained that National Westminster Bank Plc (NatWest) has unreasonably decreased the valuation of their property, as a result of the bank saying that more than 20% of the property comprises commercial buildings, which it will not take into c... (5 pages)View decision -
Decision Reference DRN-4276129
1 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4276129 The complaint Mr and Mrs W complain because Great Lakes Insurance SE (‘Great Lakes’) hasn’t paid a claim under their travel insurance policy. All references to Great Lakes include the agents appointed to handle claims on its behalf. What happened Mr and Mrs W held a single trip... (4 pages)View decision -
Decision Reference DRN-4248790
1 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4248790 The complaint Mr W complains about the way QIC Europe Ltd handled a claim under his home emergency insurance policy. Where I refer to QIC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to thi... (4 pages)View decision -
Decision Reference DRN-4276223
1 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4276223 The complaint Miss C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on her pet insurance policy. What happened Miss C took out a policy with C&G for her dog, T, on 5 October 2020. The policy has since been renew... (3 pages)View decision -
Decision Reference DRN-4276050
1 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4276050 The complaint Mr L is unhappy Nationwide Building Society (“Nationwide”) hasn’t helped him retrieve money he lost when his cheque was intercepted. What happened Mr L closed his ISA account in November 2021 at which point Nationwide sent him a cheque for the balance of just over... (3 pages)View decision
