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-4040666
27 Jul 2023 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-4040666 The complaint Mr A has appointed a law firm to represent him in this complaint. For ease of reading, I’ve referred to the representative’s comments as being Mr A’s. Mr A complains that an Appointed Representative of The On-Line Partnership Limited (“TOLP”) wrongly advised him i... (9 pages)View decision -
Decision Reference DRN-3866673
27 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3866673 The complaint Mr E complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (43 pages)View decision -
Decision Reference DRN-4270953
27 Jul 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4270953 The complaint Mrs O complained that Oodle Financial Services Limited (“Oodle”) continued to send her arrears communication when they shouldn’t have. What happened Mrs O referred a complaint to us along with her representative. As the complainant is Mrs O, for ease, I have addre... (5 pages)View decision -
Decision Reference DRN-4033932
27 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4033932 The complaint Mr and Mrs B are unhappy with Aviva Insurance Limited’s handling of their claim. What happened Mr and Mrs B were on holiday when Mrs B fell and broke both her wrists and her left knee. She was taken to the local hospital and treated for her injuries. Mr B called A... (5 pages)View decision -
Decision Reference DRN-4270795
27 Jul 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4270795 The complaint Mr S complains that he didn’t get an account opening incentive award from Prepaid Financial Services Limited (PFS). What happened In June 2022, Mr S opened a British Airways Prepaid Mastercard. The card is run by PFS. As an opening incentive, 1500 Avios points wer... (2 pages)View decision -
Decision Reference DRN-4170455
27 Jul 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4170455 The complaint Mr and Mrs W complain about the decision by Astrenska Insurance Limited to turn down their travel insurance claim. What happened Mr and Mrs W hold travel insurance with Astrenska. Whilst abroad, their young son ran into a glass door which then cracked. Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-4249104
27 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4249104 The complaint Mr C complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr C had a rewards club premium... (2 pages)View decision -
Decision Reference DRN-3859330
27 Jul 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3859330 The complaint Mrs C, a sole-trader, complains about the handling and settlement of her business interruption insurance claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended merely as a brief summary of the... (11 pages)View decision -
Decision Reference DRN-4267787
27 Jul 2023 The Co-operative Bank Plc UpheldMortgagesDRN-4267787 The complaint Mrs and Mr N are unhappy with the amount of time it took The Co-operative Bank Plc to produce a redemption statement for their mortgage. They say the delay caused them to miss out on a lower rate of interest, leading to a significant financial loss. What happened ... (4 pages)View decision -
Decision Reference DRN-4236054
27 Jul 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4236054 The complaint Miss O says Skyfire Insurance Company Limited increased the price of her motor insurance policy unreasonably and provided poor service. What happened Miss O says she bought the policy as it was the cheapest available. Skyfire then noted a claim it thought she hadn... (3 pages)View decision
