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-4243707
16 Aug 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4243707 The complaint Mr O has complained about Building Block Insurance PCC Ltd. He isn’t happy about the way it dealt with a claim under his motor breakdown insurance policy and the poor service he received. What happened Mr O’s car broke down on a very busy motorway and he called Bu... (2 pages)View decision -
Decision Reference DRN-4216121
16 Aug 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-4216121 The complaint Mr G and Mrs G have complained about the delays experienced when Mrs G made a claim under their policy with Legal and General Assurance Society Limited (L&G). What happened In June 2020 Mrs G made a claim under the policy for critical illness benefit. This was... (2 pages)View decision -
Decision Reference DRN-4235505
16 Aug 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4235505 The complaint Mr G has complained about the time taken to transfer his pension from Sterling ISA Managers Limited trading as Advance by Embark (Advance) to a new provider Interactive Investor Services Limited (IISL). Mr G has stated the delay led to a period of time where he co... (6 pages)View decision -
Decision Reference DRN-4299347
16 Aug 2023 The Enterprise Fund Limited UpheldBanking and PaymentsDRN-4299347 The complaint Mr C is unhappy with the length of time it took The Enterprise Fund Limited (“EFL”), trading as Business Finance Solutions, to arrange for his loan to be written off. He also complains about the information he was given and the customer service that was provided a... (6 pages)View decision -
Decision Reference DRN-4303901
16 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4303901 The complaint Miss W has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on her pet insurance policy. What happened Miss W made a claim to C&G after her dog needed cruciate surgery on a hind leg. C&G declined the... (3 pages)View decision -
Decision Reference DRN-4298399
16 Aug 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4298399 The complaint Mr N has complained about poor service he received from The Royal London Mutual Insurance Society Limited when applying to draw his pension benefits. Mr N claims that he has suffered a financial loss as a result of the alleged poor service. What happened The backg... (5 pages)View decision -
Decision Reference DRN-4256459
16 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4256459 The complaint Mr P is unhappy that Barclays Bank UK PLC declined his application for additional borrowing due to cladding issues on his property. Mr P said that he provided Barclays with an EWS1 form in May 2022, but it took two months for them to decline the application which ... (4 pages)View decision -
Decision Reference DRN-4273875
16 Aug 2023 more 2 life Ltd UpheldMortgagesDRN-4273875 The complaint This complaint’s about an equity release mortgage that Mr A and Mrs B took out over late 2022/early 2023 with more 2 life Ltd trading as Standard Life Home Finance (SLHF). The crux of the complaint is about errors and delays on the part of SLHF and its solicitors ... (3 pages)View decision -
Decision Reference DRN-4254297
16 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4254297 The complaint Mrs L and Mr L complained about Liverpool Victoria Insurance Company Limited. They aren’t happy about the way it dealt with a claim under their home insurance policy. What happened Mrs L and Mr L made a claim under their home insurance policy. But LV failed to dea... (2 pages)View decision -
Decision Reference DRN-4301946
16 Aug 2023 Medicash Health Benefits Limited UpheldInsuranceDRN-4301946 The complaint Mr H complains about Medicash Health Benefits Limited’s handling of a claim made under a group cash plan. What happened I issued a provisional decision on 7 August 2023. Here’s what I said: “The policy covers the cost of prescribed contact lenses. It says the insu... (2 pages)View decision
