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 121668 results
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Decision Reference DRN-3883910
11 Jan 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3883910 The complaint Mr A complains that American Express Services Europe Limited unfairly defaulted his account when he was furloughed due to the Covid-19 pandemic. What happened I issued my provisional decision on this complaint on 4 December 2022. This is what I said: I’ve consider... (3 pages)View decision -
Decision Reference DRN-3791015
11 Jan 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3791015 The complaint Mrs D and the estate of Mr D have complained about the service provided by Inter Partner Assistance (SA) (IPA) when handling a travel insurance claim. What happened I’m not going to go into a great deal of detail in this section, as both Mrs D and IPA know what ha... (3 pages)View decision -
Decision Reference DRN-3879852
11 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3879852 The complaint Mrs G complains about the service she received from British Gas Insurance Limited under her HomeCare policy after she purchased a new boiler and water cylinder. What happened Mrs G holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to ... (4 pages)View decision -
Decision Reference DRN-3859662
11 Jan 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3859662 The complaint Mr S complains that a TV he bought with credit provided by American Express Services Europe Limited (“AESEL”) wasn’t of satisfactory quality. He wants AESEL to refund the cost to his card, plus instalment and uninstalment costs. He also complains about the way AES... (5 pages)View decision -
Decision Reference DRN-3862914
11 Jan 2023 Complete Cover Group Ltd UpheldInsuranceDRN-3862914 The complaint Mr A complains that Complete Cover Group Ltd (CCG) didn’t properly complete his request for a change of vehicle on his policy leaving him uninsured. What happened Mr A purchased his motor insurance policy through CCG. Part way through his policy he changed his car... (2 pages)View decision -
Decision Reference DRN-3831638
11 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3831638 The complaint Ms W says Santander UK Plc has not adequately answered her questions after she found out it had left a footprint on her credit file when she had not applied for a Santander product or service. What happened Ms W says a notification from one of the credit reference... (2 pages)View decision -
Decision Reference DRN-3895203
11 Jan 2023 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-3895203 The complaint Ms F complains that AJ Bell Management Limited (“AJB”) has failed to implement the provisions of a pension sharing order (“PSO”) arising from her divorce. She additionally complains that AJB will not provide her with historic information and valuations of her ex-h... (5 pages)View decision -
Decision Reference DRN-3851424
11 Jan 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3851424 The complaint Mr R complains that ReAssure Limited didn’t do enough to address the delays and errors that occurred, and their impact, when he came to take his pension benefits. What happened Mr R held several pension plans with ReAssure. His arrangements included a guaranteed p... (6 pages)View decision -
Decision Reference DRN-3816644
11 Jan 2023 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3816644 The complaint Mr B complains about CIGNA Life Insurance Company of Europe SA-NV’s settlement of his private medical insurance claim. My references to CIGNA include its agents. What happened From January 2018 Mr B had private global medical insurance, silver level, insured by CI... (3 pages)View decision -
Decision Reference DRN-3818498
11 Jan 2023 J D Williams & Company Limited UpheldConsumer CreditDRN-3818498 The complaint Mr S says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on his account be refunded. What happened This complaint is about a catalogue shopping account provided by ... (3 pages)View decision
