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 128535 results
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Decision Reference DRN-4468799
23 Nov 2023 British Gas Services Limited UpheldInsuranceDRN-4468799 The complaint Mrs J complains about the service provided by British Gas Services Limited in relation to her home emergency insurance. What happened While Mrs J was in hospital her son visited her house and found there was a problem with the electrics. Her other son called Briti... (2 pages)View decision -
Decision Reference DRN-4473276
23 Nov 2023 Aviva Insurance Limited UpheldInsuranceDRN-4473276 The complaint Mr W is unhappy with the service he’s received from Aviva Insurance Limited (Aviva) as his damaged vehicle was sold without his agreement following a claim under his commercial vehicle insurance policy. Where I’ve referred to Aviva throughout, this also includes a... (2 pages)View decision -
Decision Reference DRN-4073797
23 Nov 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4073797 The complaint Mr H is unhappy with the service he’s received from Aviva Life & Pensions UK Limited. What happened Mr H has a life insurance policy with Aviva. He’s unhappy with letters Aviva sent about his direct debit payments. In summary, Mr H says the correspondence said... (2 pages)View decision -
Decision Reference DRN-4468282
23 Nov 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4468282 The complaint Mrs G complains about Acromas Insurance Company Limited (“AIC”) and their decision to decline the claim she made on her motor insurance policy. What happened Mrs G held a motor insurance policy, underwritten by AIC. The events that occurred when Mrs G made a claim... (4 pages)View decision -
Decision Reference DRN-4443490
22 Nov 2023 Barclays Bank UK PLC UpheldInsuranceDRN-4443490 The complaint W has complained that Barclays Bank UK PLC did not fairly compensate her after she complained about mis-sold mortgage payment protection insurance (PPI). What happened W arranged the original mortgage in April 1992. She took out a further advance in September 2000... (2 pages)View decision -
Decision Reference DRN-4425427
22 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4425427 The complaint Mrs W is unhappy with how Santander Consumer (UK) Plc trading as MG Motor Financial Services (Santander’) dealt with her complaint about the quality of a car. What happened In November 2022 Mrs W entered into a fixed sum loan agreement with Santander in order to... (6 pages)View decision -
Decision Reference DRN-3971930
22 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3971930 The complaint Mr W complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his application for a self-invested personal pension (SIPP). He says, it shouldn’t have accepted business from Caledonian International Associates (‘Caledonian’) - ... (41 pages)View decision -
Decision Reference DRN-4076446
22 Nov 2023 Allianz Insurance Plc UpheldInsuranceDRN-4076446 The complaint A limited company, which I’ll refer to as S complains Allianz Insurance Plc unfairly declined a claim it made on a commercial buildings policy. What happened The details of the complaint are well known to both parties, so I will only provide a summary here and wil... (2 pages)View decision -
Decision Reference DRN-4446417
22 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4446417 The complaint Mr W complains about how Clydesdale Bank Plc trading as Virgin Money dealt with his account. What happened Mr W says his Individual Savings Account (ISA) matured in November 2022. He says the account disappeared from Virgin Money’s systems despite him providing ma... (2 pages)View decision -
Decision Reference DRN-4472589
22 Nov 2023 Wave Lending Limited UpheldMortgagesDRN-4472589 The complaint Mr and Mrs R complain that the valuation of their buy to let property was inflated when they bought it. They say that Wave Lending Limited didn’t carry out any due diligence before lending to them. They also complain that Wave declined to extend the term of the mo... (4 pages)View decision