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 120469 results
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Decision Reference DRN-3909177
2 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3909177 The complaint Miss C complains that Loans 2 Go Limited (“L2G”) lent her an unaffordable loan. She also says it wasn’t sympathetic to her when she got into financial difficulties. What happened L2G lent Miss C a loan in January 2021, the loan amount was £300, repayable in 18 mon... (3 pages)View decision -
Decision Reference DRN-3941909
2 Feb 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3941909 The complaint Mr H has complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined a claim for storm damage under his home insurance policy. What happened Mr H contacted Accredited to make a claim when he found his roof was leaking. He thought the damage ... (3 pages)View decision -
Decision Reference DRN-3941286
2 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3941286 The complaint Miss M complains that Aviva Life & Pensions UK Limited (Aviva) failed to accurately apply premiums to her pension policy and have repeatedly provided conflicting and incorrect information about the value of her pension. Miss M explains that it has caused her a... (5 pages)View decision -
Decision Reference DRN-3769741
2 Feb 2023 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-3769741 The complaint Mrs K complains that The Royal London Mutual Insurance Society Limited (“Royal London”) unfairly suspended her income protection benefit when she received a settlement payment from her former employer. Mrs K is represented in this complaint, but for ease I’ll refe... (3 pages)View decision -
Decision Reference DRN-3939105
2 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3939105 The complaint Mrs P and Mr P complain about how QIC Europe Ltd (QIC) dealt with a claim under their home insurance policy for damage to their property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. Wh... (6 pages)View decision -
Decision Reference DRN-3941453
2 Feb 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3941453 The complaint Mr M is complaining about the delays he experienced when transferring his stocks and shares ISA to Vanguard Asset Management, Ltd (‘Vanguard’). Mr M lost out financially because of those delays and the ISA funds were invested into the wrong investment and that has... (5 pages)View decision -
Decision Reference DRN-3907384
2 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3907384 The complaint Miss Y complains that Monzo Bank Ltd (“Monzo”) won’t reimburse payments sent from her account which she didn’t authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the ke... (3 pages)View decision -
Decision Reference DRN-3920696
2 Feb 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-3920696 The complaint Mr D and Mr D complain about Aioi Nissay Dowa Insurance UK Limited’s actions when their car insurance policy was cancelled. What happened Mr D (son) had a car insurance policy underwritten by Aioi Nissay Dowa (AND). Mr D (father) was a named driver and paid the pr... (4 pages)View decision -
Decision Reference DRN-3869559
2 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3869559 The complaint Mr G says that ReAssure Limited (ReAssure) is responsible for the poor administration and management of his personal pensions. Coupled with ineffective handling and communication, he says this has led to his financial detriment, inconvenience and distress. Mrs G f... (9 pages)View decision -
Decision Reference DRN-3817312
2 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3817312 The complaint A company, which I’ll refer to as D, complains about HSBC UK Bank Plc blocking access to D’s loan funds, and about it possibly disclosing D’s confidential information to a third party. Mr G, a director of D, brings the complaint on D’s behalf. What happened D had ... (4 pages)View decision
