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 125299 results
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Decision Reference DRN-4261918
25 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4261918 The complaint Mr J complains that when he made an overpayment to his mortgage with Barclays Bank UK PLC, he was charged an Early Repayment Charge (“ERC”) which he wasn’t expecting. Mr J wanted Barclays to pay this back. What happened Mr J told us that he made an overpayment on ... (4 pages)View decision -
Decision Reference DRN-4240305
25 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4240305 The complaint Miss R complains about the way Advantage Insurance Company Limited, trading as Hastings, handled her motor insurance claim and the poor service she received. What happened Miss R insured her car with Hastings. In June 2022, she had a car accident. Hastings subsequ... (5 pages)View decision -
Decision Reference DRN-4215019
25 Jul 2023 Unum Ltd UpheldInsuranceDRN-4215019 The complaint Mr B complains that Unum Ltd has terminated a claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are the key events. Mr B was i... (4 pages)View decision -
Decision Reference DRN-4257942
25 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4257942 The complaint Mrs L says that Aviva caused delays in processing her pension withdrawal so that it was not made before the end of the tax year 2020/21. She was taking the money out so she could reduce her mortgage and because of the delay she decided not to take a second withdra... (5 pages)View decision -
Decision Reference DRN-4199824
25 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4199824 The complaint Mr M has complained that QIC Europe Ltd unfairly declined a claim on his pet insurance policy and deducted two excess payments from the settlement of another claim. What happened Mr M took out a pet insurance policy for his dog with QIC. The policy renewed on 18 J... (2 pages)View decision -
Decision Reference DRN-4031876
25 Jul 2023 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-4031876 The complaint Ms P has complained about advice she received from Wesleyan Assurance Society to transfer her additional voluntary contribution (AVC) to a Flexi-Access Drawdown (FAD) plan. What happened In July 2017 Ms P met with an adviser from Wesleyan as she wanted advice rega... (6 pages)View decision -
Decision Reference DRN-4215334
25 Jul 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4215334 The complaint Mr H complains that Fairmead Insurance Limited declined a claim he made under his buildings insurance policy following bad weather. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: In January 2023, Mr H’s ten... (2 pages)View decision -
Decision Reference DRN-4114457
25 Jul 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4114457 The complaint Mr S, through a representative complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) didn’t carry out proportionate affordability checks before it granted his loans. What happened Mr S was advanced 11 loans and I’ve included some... (5 pages)View decision -
Decision Reference DRN-4260993
24 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4260993 The complaint Mr C and Miss H complain that Great Lakes Insurance SE won’t pay their travel insurance claim and about its service. What happened Mr C and Miss H had a single trip travel insurance policy, Great Lakes was the insurer. Their flight from a UK airport to Frankfurt a... (5 pages)View decision -
Decision Reference DRN-4262701
24 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4262701 The complaint Mr M complains about Aviva Insurance Limited (“Aviva”) for declining his home insurance claim, based upon a video call assessment. He wants Aviva to settle his claim and reimburse his costs. What happened Mr M insured his home with Aviva. His policy included cover... (3 pages)View decision
