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-4252772
14 Aug 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4252772 The complaint Mrs G, through her representatives, complains that she was mis-sold a Free Standing Additional Voluntary Contribution plan (FSAVC) by Allied Dunbar. Zurich Assurance Ltd (Zurich) is responsible for this advice and I will be referring to Zurich throughout this deci... (4 pages)View decision -
Decision Reference DRN-4293961
14 Aug 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4293961 The complaint Miss T complains about Red Sands Insurance Company (Europe) Limited (Red Sands) declining a claim under her pet insurance policy for treatment of her dog. References to Red Sands include their agents who administer the policy. What happened Miss T had a pet insura... (7 pages)View decision -
Decision Reference DRN-4098662
14 Aug 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4098662 The complaint Miss A complains about a car she acquired under a conditional sale agreement financed by Moneybarn No. 1 Limited. What happened In May 2022 Miss A acquired a used car with finance provided by Moneybarn. The car was about seven years old, and its cash price was £17... (5 pages)View decision -
Decision Reference DRN-4294458
14 Aug 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4294458 The complaint Mrs C is unhappy with how Aviva Life & Pensions UK Limited processed the transfer of her pension to another pension provider. The transfer value paid wasn’t based on its value at the date of transfer, it was based on an earlier date when its value was lower. M... (6 pages)View decision -
Decision Reference DRN-4260985
14 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4260985 The complaint Mr C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on his pet insurance policy. What happened On 31 December 2021 Mr C took out a pet insurance policy with C&G for his dog, A. He made a claim to C... (2 pages)View decision -
Decision Reference DRN-4128645
14 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4128645 The complaint Mr G complains that Lloyds Bank PLC unfairly declined to make changes to his mortgage account. Mr G says Lloyds told him once he’d brought the account up to date it would look at removing his ex-partner from the account and extending the term. Mr G asks that Lloyd... (4 pages)View decision -
Decision Reference DRN-4225326
14 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4225326 The complaint Mrs Q complains that Liverpool Victoria Insurance Company Limited (LV) cancelled her motor insurance policy and then wouldn’t cover a claim. She wants it to cover the claim. What happened Mrs Q took out a policy with LV and arranged to pay her premium by monthly i... (3 pages)View decision -
Decision Reference DRN-4272796
14 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4272796 The complaint Mrs Z complains that AWP P&C SA has turned down a travel disruption claim she made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a brief summary of what I think are the key ev... (3 pages)View decision -
Decision Reference DRN-4298114
14 Aug 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4298114 The complaint Mr D complains about the way TSB Bank Plc handled his application for a current account. What happened In mid-February 2023 Mr D made an online application for a current account with TSB. The account was opened and he was due to switch his account from another bus... (2 pages)View decision -
Decision Reference DRN-4297862
14 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4297862 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Lendable Ltd, trading as Autolend. What happened I’ve previously issued a couple of provisional decisions on this complaint. The most recent provisional decision was issued i... (6 pages)View decision
