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-4211611
11 Aug 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4211611 The complaint Mr F is unhappy with how Fairmead Insurance Limited progressed his legal expenses insurance claim from January 2022 (following a previous complaint to our service). What happened Mr F has a claim for professional negligence against a solicitor’s firm who previousl... (2 pages)View decision -
Decision Reference DRN-4284074
11 Aug 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4284074 The complaint Mrs W 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-4128043
11 Aug 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4128043 The complaint Mr T complains about the administration of his loan and credit card accounts that he holds with Madison CF UK Limited trading as 118 118 Money. What happened Mr T entered into a loan agreement for £2,000 with Madison CF UK Limited, trading as 118 118 Money (“118 1... (3 pages)View decision -
Decision Reference DRN-4269077
11 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4269077 The complaint Mr G complains that Creation Financial Services Limited closed his account without expanation and didn’t credit his rewad points. He’d like his benefits credited and compensation for the impact. What happened Mr G had a rewards club credt card account with Creatio... (2 pages)View decision -
Decision Reference DRN-4205492
11 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4205492 The complaint Mr and Mrs A are unhappy with the way QIC Europe Limited (QIC) handled their claim for two escapes of water. Mr and Mrs A had buildings and contents insurance in joint names. For ease of reading, I’ll refer mainly to Mr A throughout my decision. What happened Mr A... (3 pages)View decision -
Decision Reference DRN-4094464
11 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4094464 The complaint X complains that UK Insurance Limited trading as Direct Line (“UKI”) caused damage to his car when it was handling a claim on his motor insurance policy. When I mention UKI I also mean its repairers and recovery agents. What happened X had a motor insurance policy... (3 pages)View decision -
Decision Reference DRN-4191030
11 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4191030 The complaint Mr and Mrs K complain about Royal and Sun Alliance Insurance Limited’s (RSA) settlement of their claim under their home insurance policy. What happened Mr and Mrs K made a claim in September 2019, against the policy for some stolen jewellery. Following our service... (3 pages)View decision -
Decision Reference DRN-4027402
11 Aug 2023 Belmont Green Finance Limited UpheldMortgagesDRN-4027402 The complaint Mr and Mrs S complain that when they remortgaged their Buy To Let (“BTL”) property with Belmont Green Finance Limited trading as Vida Homeloans (“Vida”) it delayed the new mortgage so it could charge more. Mr S also complained about how Vida treated him. What happ... (5 pages)View decision -
Decision Reference DRN-4095079
11 Aug 2023 esure Insurance Limited UpheldInsuranceDRN-4095079 The complaint Mr I complains about how esure Insurance Limited handled his claim on his home insurance policy. What happened Mr I had a home insurance policy that was underwritten by esure. In February 2022 he made a claim after a survey of the property had identified subsidenc... (3 pages)View decision -
Decision Reference DRN-4203977
11 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4203977 The complaint Miss L complains that Creation Financial Services Limited won’t refund all the credit card payments she didn’t make. What happened Miss L says she told Creation that she didn’t recognise some payments on her credit card account. It made a refund to her. But she sa... (3 pages)View decision
