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-4332530
5 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4332530 The complaint Mrs Q has complained about her property insurer QIC Europe Ltd in respect of a claim she made when her home was damaged by lightning and a resultant fire. What happened Mrs Q’s home was hit by lightning in the early hours of the morning on 5 December 2020 and a fi... (8 pages)View decision -
Decision Reference DRN-4311909
5 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4311909 The complaint Mr K complains about delays by Advantage Insurance Company Limited (Advantage) in dealing with his claim on his car insurance policy. Advantage is the underwriter of Mr K’s policy; that is, it is his insurer. Part of this complaint concerns the actions of Advantag... (3 pages)View decision -
Decision Reference DRN-4229144
5 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4229144 The complaint Miss W complains Aviva Insurance Limited unfairly declined to cover some damage she claimed for against a property insurance policy. Miss W’s been represented for the claim and complaint. For simplicity I’ve referred to the actions of the representative as being t... (4 pages)View decision -
Decision Reference DRN-4225177
4 Sep 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4225177 The complaint Mrs R complains about a kitchen which was paid for with credit provided by Mitsubishi HC Capital UK Plc, trading as Novuna. What happened In September 2019 Mrs R entered into a regulated fixed sum loan agreement with Novuna to pay for the supply and installation o... (2 pages)View decision -
Decision Reference DRN-4290912
4 Sep 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4290912 The complaint Mr D says the advice given by Berkley Jacobs Financial Services Limited (BJF) to transfer his deferred defined benefit (DB) pension to alternative arrangements in 2001 was unsuitable. It is of note that certain business of BJF was later acquired by Ascot Lloyd Fin... (11 pages)View decision -
Decision Reference DRN-4275853
4 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4275853 The complaint Mr C complains about the quality of a used car that was supplied to him through a conditional sale agreement with Close Brothers Limited (CBL). What happened In May 2022, Mr C acquired a used car through a conditional sale agreement from CBL. The car was around 14... (3 pages)View decision -
Decision Reference DRN-4266709
4 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4266709 The complaint Mr D and Mrs D have complained that Covea Insurance plc (Covea) declined a claim under their home insurance policy. What happened Mr D and Mrs D made a claim for an escape of water. They had trace and access carried out along with some damage being repaired. Covea... (3 pages)View decision -
Decision Reference DRN-4326219
4 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4326219 The complaint Mr P complains that Barclays Bank UK Plc has declined to refund him payments that he made in relation to an investment scam. What happened Mr P says he fell victim to a cryptocurrency investment scam after he was added to a new WhatsApp group chat. He saw members ... (3 pages)View decision -
Decision Reference DRN-4331954
4 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4331954 The complaint Mrs S complains that esure Insurance Limited (esure) failed to obtain CCTV footage following a claim she made under her motor insurance policy. What happened In October 2022 Mrs S says a third-party collided with her parked car and drove away. She arranged for the... (4 pages)View decision -
Decision Reference DRN-4332022
4 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4332022 The complaint Mr and Mrs I complain that Barclays Bank UK PLC didn’t allow them to cancel a new interest rate product for their buy to let mortgage during the cooling off period. They’d like the product fee and early repayment charge (ERC) refunded. What happened Mr I applied f... (3 pages)View decision
