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 119923 results
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Decision Reference DRN-3843390
14 Dec 2022 WDP Insurance Limited UpheldInsuranceDRN-3843390 The complaint Ms T is unhappy with WDP Insurance Limited because it declined her claim. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Ms T held a mobile phone insurance policy underwritten by WDP. She got in touch with... (2 pages)View decision -
Decision Reference DRN-3819599
14 Dec 2022 Assicurazioni Generali SpA UpheldInsuranceDRN-3819599 The complaint Mr G complains that Assicurazioni Generali SpA (AGS) has turned down an incapacity claim he made on a group income protection policy. Mr G’s represented by a solicitor, but for simplicity, I’ll refer simply to Mr G. What happened Mr G was insured under his employe... (14 pages)View decision -
Decision Reference DRN-3725829
14 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3725829 The complaint Mrs M is unhappy Santander UK Plc won’t refund her for flight tickets and a taxi fare she paid for using her Santander credit card. What happened In September 2019, Mrs M bought two return flight tickets, with an airline (“N”), to America for a total of £729.60 us... (5 pages)View decision -
Decision Reference DRN-3829029
14 Dec 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3829029 The complaint Mr B complains that Moneybarn No. 1 Limited refused to let him reject a faulty vehicle. What happened In February 2021, Mr B acquired a second-hand vehicle at a cost of £13,000. This was funded by a conditional sale agreement and a deposit of £400. It was a little... (3 pages)View decision -
Decision Reference DRN-3857410
14 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3857410 The complaint Mr and Mrs S have complained that Barclays Bank UK Plc declined their request to port (transfer) their mortgage interest rate product onto another mortgage on a different property. To settle the complaint, they would like Barclays to reimburse the early repayment ... (5 pages)View decision -
Decision Reference DRN-3767498
14 Dec 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3767498 The complaint The estate of Mr P complains about Union Reiseversicherung AG’s (URV’s) decision to decline a claim for a medical emergency made under Mr P’s travel insurance policy. The complaint also relates to URV’s handling of the claim and the level of assistance provided by... (6 pages)View decision -
Decision Reference DRN-3855263
14 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3855263 The complaint Mr D complains that Portal Financial Services LLP (Portal) gave him unsuitable advice to transfer his Personal Pension (PP) to a Self-Invested Personal Pension (SIPP). What happened In November 2012, Portal advised Mr D to transfer his PP to a SIPP. The fact find ... (8 pages)View decision -
Decision Reference DRN-3735660
14 Dec 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3735660 The complaint Mr P complains about how Markerstudy Insurance Company Limited (MICL) handled his motor insurance claim. What happened In July 2021 Mr P was involved in a road traffic accident, he said when he considered the possibility that there could be 50/50 liability he made... (4 pages)View decision -
Decision Reference DRN-3697998
14 Dec 2022 Zurich Assurance Ltd UpheldInvestmentsDRN-3697998 The complaint Mr P has complained about the advice he was given by Zurich Assurance Ltd (‘Zurich’) to invest in 1999. He says he didn’t really understand the product and he didn’t consider himself to be such a high-risk taker. The investment was sold by a predecessor business o... (6 pages)View decision -
Decision Reference DRN-3801438
14 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3801438 The complaint Mr B says NewDay Ltd irresponsibly lent to him. What happened This complaint is about two credit cards provided by NewDay Ltd to Mr B. It seems the Aqua account opened in January 2013 with a credit limit of £250. This account had a number of credit increases over ... (4 pages)View decision
