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 121074 results
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Decision Reference DRN-4176310
11 Sep 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-4176310 The complaint Mr T complains about the advice TenetConnect Limited trading as Tenet Network Services (Tenet) gave him to switch his personal pension to a Self-Invested Personal Pension (SIPP). What happened Mr T was advised by a representative of Tenet in 2021 to switch his per... (4 pages)View decision -
Decision Reference DRN-4186392
11 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4186392 The complaint Ms F has complained that esure Insurance Limited incorrectly cancelled her car insurance policy. Ms F was stopped by police for driving uninsured. What happened In November 2022 Ms F renewed her car insurance policy with esure by phone and paid the yearly premium ... (2 pages)View decision -
Decision Reference DRN-4329006
11 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4329006 The complaint Mr D and Miss B are unhappy with the way in which Admiral Insurance (Gibraltar) Limited handled a claim made on their travel insurance policy and the medical assistance provided whilst they were abroad. All references to Admiral include its claim handlers and medi... (3 pages)View decision -
Decision Reference DRN-4343127
11 Sep 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4343127 The complaint Mr and Mrs B complain that Metro Bank Plc didn’t do enough to prevent the loss they suffered when they were tricked into sending money to an account held with Metro Bank. Although the loss stems from a payment made from a joint account, for ease of reading, I’ll m... (5 pages)View decision -
Decision Reference DRN-4167245
11 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4167245 The complaint Mr M complains that Zopa Bank Limited is holding him liable for a loan he says he didn’t apply for. What happened I wrote to both parties on 18 August 2023 setting my thoughts on this complaint. I said: “As you’re aware, a £25,000 loan was applied for in Mr M’s na... (5 pages)View decision -
Decision Reference DRN-4333434
11 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4333434 The complaint Mr M and Ms S are unhappy with how Covea Insurance plc has dealt with a claim they made under their buildings insurance policy following a water leak. At times Mr M and Ms S have been represented and at others Ms S has dealt with things. For ease of reading, I’ll ... (8 pages)View decision -
Decision Reference DRN-4338736
11 Sep 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-4338736 The complaint Miss H is unhappy that Legal and General Assurance Society Limited has declined a claim she made on her critical illness insurance policy. What happened Miss H applied for a critical illness policy in 2014. During the application process she was asked questions ab... (6 pages)View decision -
Decision Reference DRN-4342483
11 Sep 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4342483 The complaint Mr H complains that Highway Insurance Company Limited (Highway) declined his claim for storm damage to his garage roof under his home insurance policy. What happened Following a named storm, Mr H contacted Highway to report damage to his garden wall and garage roo... (4 pages)View decision -
Decision Reference DRN-4303437
11 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4303437 The complaint Mr R has complained that Nationwide Building Society (“Nationwide”) acted irresponsibly by agreeing an overdraft and two loans for him over a short period of time. What happened Mr R applied and was approved for an overdraft of £2,500 on 22 May 2022. In the month ... (3 pages)View decision -
Decision Reference DRN-4079266
11 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4079266 The complaint Mr W has complained that Close Brothers Limited, trading as Close Motor Finance, provided him with a car that wasn’t of satisfactory quality. What happened Mr W took out a finance agreement with Close Brothers, for a used car. After experiencing a number of issues... (2 pages)View decision
