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 119464 results
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Decision Reference DRN-3173902
22 Nov 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3173902 The complaint Mr L complains that Interactive Investor Services Limited (IISL) failed to keep to an agreement they’d made about the rate he’d be charged for certain trades in his share dealing account. What happened Mr L had some large holdings in a particular share I’ll call A... (4 pages)View decision -
Decision Reference DRN-3738915
22 Nov 2022 AWP P&C SA UpheldInsuranceDRN-3738915 The complaint Mr C has complained about the way AWP P&C SA (‘AWP’) handled his claim. What happened Mr C had a travel insurance policy underwritten by AWP. He travelled abroad in 2020 but unfortunately became unwell and was hospitalised in late 2020. Mr C was discharged to ... (3 pages)View decision -
Decision Reference DRN-3796915
22 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3796915 The complaint Mr S complains about QIC Europe Ltd (QIC), declining a claim under his home insurance policy for damage to his property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In Fe... (9 pages)View decision -
Decision Reference DRN-3820573
22 Nov 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3820573 The complaint Mr J complains Niche Independent Financial Advisers Limited trading as Niche Pension Specialists (Niche) gave him unsuitable advice to transfer the benefits from his defined benefits (DB) scheme with British Steel (BSPS) to a personal pension. He says the advice w... (11 pages)View decision -
Decision Reference DRN-3791960
22 Nov 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3791960 The complaint Mrs H and Mr W complain that Acromas Insurance Company Limited have delayed and provided poor customer service when dealing with their no-fault claim which has severely impacted them. What happened In January 2022 Mrs H’s neighbour damaged her parked car after sk... (3 pages)View decision -
Decision Reference DRN-3792731
22 Nov 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3792731 The complaint Ms G complains that Creation Consumer Finance Ltd unfairly requires her to repay lending it provided for goods which she says were returned. What happened Ms G purchased a mobile device from a retailer using finance provided by Creation. She then asked the retaile... (3 pages)View decision -
Decision Reference DRN-3820318
22 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3820318 The complaint Mr S has complained that Aviva Insurance Limited’s claim handling agent, who’ll I refer to as H, provided a poor service when handling a claim under his plumbing and drainage policy. What happened Mr S had a problem with his tap and called H for assistance. They a... (2 pages)View decision -
Decision Reference DRN-3817050
22 Nov 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3817050 The complaint Mr H says Lloyds Bank PLC irresponsibly lent to him. What happened Mr H took out a fixed sum loan in one of Lloyds’ branches in August 2015. The loan was for £12,000.75 to be repaid over 60 months. The monthly repayment was £225.33 and the total amount repayable w... (4 pages)View decision -
Decision Reference DRN-3763721
22 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3763721 The complaint Miss C is unhappy that Tesco Personal Finance plc, trading as Tesco Bank, (“Tesco Bank”), opened a credit card account for her and later increased her credit limit. What happened Miss C opened a credit card account with Tesco Bank in September 2017. Tesco Bank gav... (5 pages)View decision -
Decision Reference DRN-3804344
22 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3804344 The complaint Mrs J and Mr M complain Santander UK Plc sent statements to their old address and then restricted their account. Mrs J and Mr M are represented by their daughter, Miss M. What happened Mrs J and Mr M hold a joint savings account with Santander. Mrs J changed her a... (3 pages)View decision
