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 125399 results
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Decision Reference DRN-4320228
5 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4320228 The complaint Mr M complains about the way Admiral Insurance (Gibraltar) Limited handled a home emergency claim. Any reference to Admiral includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised eve... (2 pages)View decision -
Decision Reference DRN-4186652
5 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4186652 The complaint Mrs A has complained about the settlement offered by U K Insurance Limited (UKI) under a home insurance policy. What happened Mrs A contacted UKI to make a claim for damage to her garden wall following a vehicle recovery truck hitting her neighbour’s wall. UKI off... (2 pages)View decision -
Decision Reference DRN-4324211
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4324211 The complaint Mrs H has complained that British Gas Insurance Limited delayed in repairing her boiler, and said she needed it powerflushed – which Mrs H feels wasn’t necessary. What happened Towards the end of 2021, Mrs H’s boiler stopped working. She had a Homecare policy with... (2 pages)View decision -
Decision Reference DRN-4298806
5 Sep 2023 Premier Plus Limited UpheldInsuranceDRN-4298806 The complaint Mr E complains that Premier Plus Limited sold him a home insurance policy that didn’t meet his needs and led to him not getting a full settlement on his claim. What happened In August 2021 Mr E moved into a new property. He arranged home insurance through a broker... (4 pages)View decision -
Decision Reference DRN-3666233
5 Sep 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3666233 The complaint Mr T complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financi... (10 pages)View decision -
Decision Reference DRN-4332443
5 Sep 2023 Morgan Clark Ltd UpheldInsuranceDRN-4332443 The complaint Ms V complains about how Morgan Clark Ltd handled her claim on her home insurance policy. What happened Ms V had a home insurance policy to cover the property she lives in. In January 2022 there was an escape of water at her home and she made a claim. However she ... (4 pages)View decision -
Decision Reference DRN-4331368
5 Sep 2023 Santander UK Plc UpheldInvestmentsDRN-4331368 The complaint Mr C has complained about the delays he experienced, and the service received when transferring ISA accounts to Santander UK Plc (‘Santander’) from other product providers. Mr C suffered stress, severe inconvenience, anxiety, and financial loss. He wants financial... (10 pages)View decision -
Decision Reference DRN-4322708
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4322708 The complaint Mr K complains that British Gas Insurance Limited (British Gas) failed to repair his boiler in accordance with the terms of his home emergency insurance policy. What happened Mr K had had home emergency policies with British Gas for a number of years. The policy t... (4 pages)View decision -
Decision Reference DRN-4305479
5 Sep 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4305479 The complaint Mr B complains that Retail Money Market Ltd (“RateSetter”) delayed returning his money following his withdrawal requests. He says RateSetter misled him regarding how withdrawal requests would be processed, and he feels it unfairly reinvested his investment repayme... (7 pages)View decision -
Decision Reference DRN-4332588
5 Sep 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4332588 Complaint Mr O has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background Everyday Loans provided Mr O with an initial loan for £3,000.0... (3 pages)View decision
