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 119592 results
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Decision Reference DRN-3726172
25 Nov 2022 Harvey & Thompson Limited UpheldConsumer CreditDRN-3726172 The complaint Miss H complains that Harvey & Thompson Limited trading as H & T Pawnbrokers (“H&T”) damaged a piece of jewellery. What happened In 2017 Miss H pawned some jewellery and this included a bracelet against which H&T lent £57. It seems it was sent to t... (2 pages)View decision -
Decision Reference DRN-3822381
25 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3822381 The complaint Mr M and Ms M have complained about QIC Europe Ltd’s decision to reject a claim they made under their home insurance policy for storm damage. For ease I’ll refer to Mr M as the main complainant in my decision. All reference to the insurer QIC in my decision includ... (4 pages)View decision -
Decision Reference DRN-3805290
25 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3805290 The complaint Miss Q complains about the quality of repairs to her vehicle following an accident under her motor insurance policy, held with esure Insurance Limited (‘esure’). In referring to esure, I include their agents and representatives. What happened In October 2021 Miss ... (6 pages)View decision -
Decision Reference DRN-3788583
24 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3788583 The complaint Mr E has complained about the service received from Aviva Insurance Limited (‘Aviva’) under his home emergency policy. For the avoidance of doubt, ‘Aviva’ includes its agents, intermediaries and contractors What happened Mr E had experienced on-going leaks with hi... (5 pages)View decision -
Decision Reference DRN-3818809
24 Nov 2022 KW Investment Management Limited UpheldPensions and AnnuitiesDRN-3818809 The complaint Mr B says KW Wealth Planning Limited (‘KW’) caused delays in the transfer of his Self- Invested Personal Pension (‘SIPP’), in cash, from Xafinity (‘X’) to Interactive Investors (‘II’). He says after his instruction of 13 November 2020 the liquidations/transfers we... (10 pages)View decision -
Decision Reference DRN-3763126
24 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3763126 The complaint Mr H complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid for a barbeque. What happened Mr H used his Tesco Bank credit card in April 2021 to pay £153.83 for a barbecue. He didn’t receive the barbecue so he c... (3 pages)View decision -
Decision Reference DRN-3793315
24 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3793315 The complaint Miss G, through her representative, complains that Morses Club PLC, lent to her when she could not afford it. What happened Using information from Miss G’s representative and from Morses records, here is a brief loan table. The loans have all been paid. The repaym... (4 pages)View decision -
Decision Reference DRN-3439133
24 Nov 2022 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-3439133 The complaint Mrs G complains that Pension Insurance Corporation plc (PIC) sent her an incorrect retirement quote for her defined benefit pension benefits. She said this left her with financial difficulties. She also said PIC provided a poor service as it caused delays to the r... (6 pages)View decision -
Decision Reference DRN-3825236
24 Nov 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3825236 The complaint Mr F complains that TSB Bank plc registered his address incorrectly and harassed him when he complained to them. What happened Mr F says that the way his address was initially formatted when he opened an account using the TSB website was incorrect, even though he ... (5 pages)View decision -
Decision Reference DRN-3480137
24 Nov 2022 Soteria Insurance Limited UpheldInsuranceDRN-3480137 The complaint Ms F and Mr W complain about the way Soteria Insurance Limited trading as Co-Op Insurance [“Co-Op”] has handled a claim they’ve made under their buildings insurance following subsidence. What happened As Mr W has led the complaint with this Service, I’ll refer to ... (6 pages)View decision
