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 121115 results
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Decision Reference DRN-3964930
14 Feb 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3964930 The complaint Mrs G complains about the quality of some furniture she purchased, from a company that I will call “S”, with the aid of a fixed sum loan agreement with Ikano Bank AB (publ). Mrs G is represented in this complaint by a third party. But for ease I will simply refer ... (4 pages)View decision -
Decision Reference DRN-3965452
14 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3965452 The complaint Mrs M complains about QIC Europe Ltd (“QIC”) for difficulties she encountered in renewing her policy, following an earlier complaint. She wants QIC to amend its systems so that she does not encounter the problem again. What happened Mrs M has held insurance with Q... (3 pages)View decision -
Decision Reference DRN-3944527
14 Feb 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3944527 The complaint Mr A complains Assurant General Insurance Limited (“Assurant”) declined his mobile phone insurance claim. All references to Assurant include its agents. What happened Mr A had gadget insurance policy with Assurant through his bank. In November 2022 M... (3 pages)View decision -
Decision Reference DRN-3963025
14 Feb 2023 Society of Lloyd's UpheldInsuranceDRN-3963025 The complaint Mr N has complained that Society of Lloyd’s have turned down his claim for damage to his laptop. Any reference to Society of Lloyd’s (SOL) in this decision includes the underwriting syndicate at Lloyd’s that underwrites Mr N’s policy and their agents. What happene... (3 pages)View decision -
Decision Reference DRN-3842306
14 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3842306 The complaint Miss O is unhappy Monzo Bank Ltd won’t refund a payment she didn’t make. What happened Miss O was contacted by someone who pretended to be from someone she banks with. They convinced her to move her money into her Monzo account to keep it safe. That day, a payment... (3 pages)View decision -
Decision Reference DRN-3945332
14 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3945332 The complaint Mr and Mrs T complain about Ageas Insurance Limited’s handling their Buildings Insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (3 pages)View decision -
Decision Reference DRN-3953199
14 Feb 2023 Brightside Insurance Services Limited UpheldInsuranceDRN-3953199 The complaint Mr H complains that Brightside Insurance Services Limited unfairly cancelled his insurance policy, causing him considerable expense and inconvenience. What happened Brightside is an insurance broker. On 17 June 2022 Mr H applied online through Brightside to insure... (3 pages)View decision -
Decision Reference DRN-3963035
14 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3963035 The complaint Miss C complains that NewDay Ltd, trading as Marbles Card, should not have agreed her credit card application or increased her credit limit, as the lending was both unaffordable and irresponsible. What happened Miss C applied and was accepted for a Marbles credit ... (5 pages)View decision -
Decision Reference DRN-3964884
14 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3964884 The complaint Mr L and Miss M are unhappy with the level of service they received from Royal & Sun Alliance Insurance Limited throughout a claim they made on their home insurance. What happened The details of this complaint are well known to all parties, so I will not repea... (3 pages)View decision -
Decision Reference DRN-3662151
14 Feb 2023 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3662151 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. AJH Financial Services Limited is responsible for answering this complaint and so to keep things consistent, I... (11 pages)View decision
