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 121479 results
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Decision Reference DRN-4238605
4 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4238605 The complaint Mr P complains about the service he received from Inter Partner Assistance SA (“IPA”) after he made a claim under his home emergency policy. IPA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As IPA h... (3 pages)View decision -
Decision Reference DRN-4242409
4 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4242409 The complaint Mr K complains Creation Financial Services Limited (“CFS”) closed his credit card account, and in doing so failed to: refund his annual account fee; provide a hotel voucher for a free night stay; and to transfer his reward points to the scheme operator. What happe... (3 pages)View decision -
Decision Reference DRN-4023893
4 Aug 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4023893 The complaint F, a limited company, is unhappy that Starling Bank Limited (“Starling”) won’t reimburse the money it lost when it fell victim to a purchase scam. F is represented by its directors Mr C and Mr Y. But I’ve referred to F throughout this decision. What happened Both ... (3 pages)View decision -
Decision Reference DRN-4191894
4 Aug 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4191894 The complaint Mr P complains that St James’s Place Wealth Management Plc (SJP) incorrectly advised him to make pension contributions he couldn’t receive tax relief on. And to transfer an existing pension plan losing a valuable guarantee. He would like compensation for the losse... (11 pages)View decision -
Decision Reference DRN-4053124
3 Aug 2023 Sainsbury's Bank Plc UpheldMortgagesDRN-4053124 The complaint Mr and Mrs S complain that Sainsbury's Bank Plc unfairly recorded a late mortgage payment on their credit files. They say they missed out on a lower interest rate when they took out a loan. They ask that the adverse data is removed and for compensation. What ... (3 pages)View decision -
Decision Reference DRN-4283353
3 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4283353 The complaint Mr O complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED, who I’ll call “SMF”. What happened I issued my provisional decision on this complaint last month. An extract from that provisional decision i... (4 pages)View decision -
Decision Reference DRN-4283257
3 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4283257 The complaint Mr and Mrs P complain that Nationwide Building Society wouldn’t add Mrs P to Mr P’s FlexAccount. What happened I previously issued my provisional decision on this case. It was my intention to come to a different outcome to the Investigator. Because of this, I want... (3 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN-4209822
3 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4209822 The complaint Miss B has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has rejected a claim for the treatment of her pet dog on the ground that the condition treated was linked to a condition that was pre-existing at the date of inception o... (3 pages)View decision -
Decision Reference DRN-4186573
3 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4186573 The complaint Mrs D complains that AXA Insurance UK Plc unfairly declined a claim for storm damage under her home insurance. Mrs D bought her policy through an intermediary and most of her correspondence has been with this intermediary. However, AXA is the underwriter of the po... (4 pages)View decision
