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 125400 results
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Decision Reference DRN-4247049
22 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4247049 The complaint Mr M 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 M had a rewards club premium... (3 pages)View decision -
Decision Reference DRN-4286129
22 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4286129 The complaint Mr C has complained that Aviva Insurance Limited declined his buildings insurance claim. What happened Mr C has buildings insurance cover with Aviva. In early February 2020, Mr C says he noticed water leaking through his roof following a storm. He submitted a clai... (7 pages)View decision -
Decision Reference DRN-4312847
22 Aug 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4312847 The complaint Mrs S complains that PrePay Technologies Limited (“PrePay”) didn’t do enough to prevent her losing money sent to two of its customers as a result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything he... (2 pages)View decision -
Decision Reference DRN-3875642
22 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3875642 The complaint Ms S complains Casualty & General Insurance Company (Europe) Ltd (C&G) has rejected claims made for veterinary treatment for her dog. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll su... (5 pages)View decision -
Decision Reference DRN-4312353
22 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4312353 The complaint Mrs F complains about the management and administration by BMW Financial Services(GB) Limited (“BMWFS”) of her hire purchase agreement (“agreement”). Mrs F is represented in her complaint by a third party. But for ease of reading, I’ll refer to any submissions and... (3 pages)View decision -
Decision Reference DRN-4305999
22 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4305999 The complaint A limited company, which I’ll refer to as ‘C’, is unhappy that PayPal (Europe) Sarl et Cie SCA, trading as Zettle by PayPal, restricted its access to funds held in its account. C’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr M’.... (3 pages)View decision -
Decision Reference DRN-4300862
22 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4300862 The complaint Mr D and Miss W complain about the service they received from Admiral Insurance (Gibraltar) Limited (Admiral) under their home insurance policy following a claim for storm damage. References to Admiral include its loss adjuster and contractors who are acting on it... (3 pages)View decision -
Decision Reference DRN-4292314
22 Aug 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4292314 The complaint Ms M is unhappy that Aviva Life and Pensions UK Limited declined her income protection claim after considering new medical evidence. What happened The background to this complaint was set out under my provisional decision, so I won’t go into the detail here. To su... (2 pages)View decision -
Decision Reference DRN-4300410
22 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4300410 The complaint Mr G has complained about Advantage Insurance Company Limited. He isn’t happy about the delay in settling his claim under his motor insurance policy. What happened Mr G made a claim under his motor insurance policy and Advantage looked to repair his car. But there... (2 pages)View decision -
Decision Reference DRN-4197415
22 Aug 2023 Investment Funds Direct Limited UpheldInvestmentsDRN-4197415 The complaint Mr and Mrs T complain about the accuracy of the records kept by Investment Funds Direct Limited (“IFDL”) regarding their general investment accounts. What happened Mr and Mrs T each have general investment accounts with IFDL, managed via a third-party adviser. Aro... (3 pages)View decision
