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-4265878
27 Jul 2023 Handelsbanken plc UpheldBanking and PaymentsDRN-4265878 The complaint Mr M complains that Handelsbanken plc closed his account. He is unhappy with the way he has been treated by the bank over the years. He would like his account reinstated and for the behaviour to stop. He would also like compensation. What happened Mr M had an acco... (4 pages)View decision -
Decision Reference DRN-4257840
27 Jul 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4257840 Complaint Mr P has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loans were unaffordable. Background 118 118 Money provided Mr P with a loan for £2,000.00 in May 2019. This loan had an APR of 39.9% and a term of ... (3 pages)View decision -
Decision Reference DRN-4268669
26 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4268669 The complaint Mr T and Mrs T complain that Santander UK Plc (Santander) didn’t process a payment. What happened On 23 December 2022, Mr T and Mrs T instructed three online payments to redeem three Buy To Let (BTL) mortgages with lenders. The instructions were sent to Santander ... (4 pages)View decision -
Decision Reference DRN-4260920
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4260920 The complaint Mr L has complained about the standard of service provided by Ageas Insurance Limited (‘Ageas’) under his home insurance policy. For the avoidance of doubt, the term ‘Ageas’ includes its agents, suppliers and contractors for the purposes of this decision letter. W... (5 pages)View decision -
Decision Reference DRN-4237352
26 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4237352 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-4235620
26 Jul 2023 Amtrust Europe Limited UpheldInsuranceDRN-4235620 The complaint Mrs R complains about Amtrust Europe Limited’s decision to decline her claim for legal expenses insurance. She’s also unhappy with the service they gave in handling her claim. What happened Mrs R had legal expenses insurance (LEI) with Amtrust Europe Limited (Amtr... (4 pages)View decision -
Decision Reference DRN-4238861
26 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4238861 The complaint Mr P complains that Casualty & General Insurance Company Europe Ltd (Casualty) declined his claim as a result of delays it caused, under his pet insurance policy. What happened Mr P says Casualty initially declined treatment for his dog’s foreleg lameness beca... (3 pages)View decision -
Decision Reference DRN-4154837
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4154837 The complaint Mrs T complains about Ageas Insurance Limited’s (Ageas) handling of a claim following damage that was caused to her garage, under her buildings insurance policy. What happened Mrs T contacted Ageas at the end of November 2022 to report damage to her garage and gar... (4 pages)View decision -
Decision Reference DRN-4260024
26 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4260024 The complaint Mr G complains that Aviva Life & Pensions UK Limited unreasonably delayed the transfer of his personal pension to a QROPS causing him a financial loss. What happened Mr G lives in France and had six personal pensions held in the UK (totalling around £262,000),... (9 pages)View decision -
Decision Reference DRN-4095487
26 Jul 2023 Atkinson Rose LLP UpheldClaims ManagementDRN-4095487 The complaint Ms O complains about the services she’s received from Atkinson Rose LLP (AR) when dealing with her Employment Tribunal (ET) claim. Ms O is represented by Ms M in making her complaint but for ease of reading I will only refer to Ms O in my decision. What happened ... (5 pages)View decision
