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 121877 results
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Decision Reference DRN-3857424
26 Jan 2023 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-3857424 The complaint Mr D complains about how CIGNA Europe Insurance Company SA-NV dealt with a claim against his private dental insurance plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr D is a... (3 pages)View decision -
Decision Reference DRN-3822716
26 Jan 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3822716 The complaint Mr J is unhappy with AXA PPP Healthcare Limited because it won’t continue to pay claims in full for fee-limited specialists. What happened Mr J raised a claim with AXA in March 2019. The treatment required specialist oversight and so Mr J arranged to see a doctor ... (3 pages)View decision -
Decision Reference DRN-3927359
26 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3927359 The complaint Mrs B complains that Creation Consumer Finance Ltd (“Creation”) failed to take account of a payment she made to settle her account and were therefore wrong to report adverse information to the credit reference agencies. What happened I issued my provisional decisi... (2 pages)View decision -
Decision Reference DRN-3888790
26 Jan 2023 AWP P&C SA UpheldInsuranceDRN-3888790 The complaint Miss T complains that AWP P&C SA hasn’t settled a claim she made on a travel insurance policy. Miss T’s represented by Mr T. But for ease of reading, I’ll refer to Miss T throughout. What happened The circumstances of this complaint are well-known to both part... (4 pages)View decision -
Decision Reference DRN-3837793
26 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3837793 The complaint Mr G and Mrs G complain that, following a theft, Ageas Insurance Limited unfairly valued their contents claim. For ease, I’ll only refer to the main policyholder – Mr G – in my decision. What happened Mr G made a claim under his policy for stolen jewellery. He com... (3 pages)View decision -
Decision Reference DRN-3556703
26 Jan 2023 Apollo Pension & Investment Advisers UpheldPensions and AnnuitiesDRN-3556703 The complaint Mr M has complained that Apollo Pension & Investment Advisers advised him to move his pension to a new Self-Invested Personal Pension (SIPP) and that the unregulated investments he invested in as a result have caused him to lose money. He would like to be put ... (8 pages)View decision -
Decision Reference DRN-3862908
26 Jan 2023 Borderway Finance Limited UpheldConsumer CreditDRN-3862908 The complaint Mrs S complains about a used car she acquired through a hire purchase agreement with Borderway Finance Limited. Very shortly after acquiring the car Mrs S reported a problem with the dynamic anti roll bar, requiring its replacement. Mrs S is unhappy that this will... (5 pages)View decision -
Decision Reference DRN-3892906
26 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3892906 The complaint Miss I has complained that Lloyds Bank PLC (“Lloyds”) didn’t take the necessary steps for responsible lending when providing her with an overdraft. What happened Miss I complained to Lloyds about its irresponsible overdraft lending. Lloyds upheld Miss I’s complain... (2 pages)View decision -
Decision Reference DRN-3925437
26 Jan 2023 FCE Bank Plc UpheldConsumer CreditDRN-3925437 The complaint Ms L complains that a car supplied with finance from FCE Bank Plc trading as Ford Credit wasn’t of satisfactory quality. What happened In August 2021 Ms L was supplied with a car and entered into a hire purchase agreement with FCE. In April 2022 Ms L experienced a... (2 pages)View decision -
Decision Reference DRN-3907443
26 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3907443 The complaint Mr M complains that Ageas Insurance Limited (“Ageas”) have unfairly declined an accidental damage claim made under his home insurance policy. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M holds his ho... (2 pages)View decision
