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 119791 results
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Decision Reference DRN-3925362
12 May 2023 QIC Europe Ltd UpheldInsuranceDRN-3925362 The complaint Mr and Mrs P complain that QIC has unfairly handled a subsidence claim under their home insurance policy. What happened The background of this complaint is well known to both parties. So, I’ve summarised events. In October 2018 Mr and Mrs P made a subsidence clai... (3 pages)View decision -
Decision Reference DRN-4120551
12 May 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4120551 The complaint Mr P complains that Scottish Equitable Plc trading as Aegon (‘Aegon’) told him that a pension fund switch could be put on hold, but then allowed the switch to go ahead. What happened On 27 September, Mr P submitted an online request to switch his fund from Balance... (4 pages)View decision -
Decision Reference DRN-4127073
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127073 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my p... (4 pages)View decision -
Decision Reference DRN-4058535
12 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4058535 The complaint Mrs T complains that National Westminster Bank Plc (“NatWest”) did not honour her £1 repayment plan and passed her account on to third-parties. What happened In summary, Mrs T requested that NatWest honour the agreement made in February 2015 for her to pay £1 per ... (3 pages)View decision -
Decision Reference DRN-4061623
12 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4061623 The complaint T, a limited company complains that Lloyds Bank PLC (Lloyds) closed its account without notice. Mr K, a director of T brings the complaint on T’s behalf. What happened In 2022, Lloyds closed T’s business current account after it didn’t receive a response to its re... (2 pages)View decision -
Decision Reference DRN-4070196
12 May 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4070196 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid- 2012, Mr M was in contact with a ... (41 pages)View decision -
Decision Reference DRN-4127258
12 May 2023 Target Servicing Limited UpheldMortgagesDRN-4127258 The complaint Mr and Mrs K are unhappy as they feel that Target caused delays issuing them a deed of postponement which prevented Mr and Mrs K from completing on their remortgage on 1 November 2021. What happened Mr and Mrs K took out a help to buy loan in 2019. They took out a... (4 pages)View decision -
Decision Reference DRN-4126527
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4126527 The complaint Miss S is unhappy as she feels NewDay Ltd provided credit to her irresponsibly. What happened Between December 2018 and December 2021, Miss S successfully applied to NewDay for six differently branded credit accounts. During this time, NewDay also increased the cr... (6 pages)View decision -
Decision Reference DRN-4101788
12 May 2023 U K Insurance Limited UpheldInsuranceDRN-4101788 The complaint Mr P complains about the level of service provided by U K Insurance Limited (UKI) under his motor insurance policy following an incident with a third-party also insured by them. What happened The background to the complaint is known to all parties so I won’t repea... (7 pages)View decision -
Decision Reference DRN-4121841
12 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4121841 The complaint Ms T and Mr A complained that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents. What happened In July 2021 Ms T bought an annual multi-trip ‘Comprehensive’ travel insurance policy through a phone call ... (4 pages)View decision
