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 128535 results
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Decision Reference DRN-4332443
5 Sep 2023 Morgan Clark Ltd UpheldInsuranceDRN-4332443 The complaint Ms V complains about how Morgan Clark Ltd handled her claim on her home insurance policy. What happened Ms V had a home insurance policy to cover the property she lives in. In January 2022 there was an escape of water at her home and she made a claim. However she ... (4 pages)View decision -
Decision Reference DRN-4331368
5 Sep 2023 Santander UK Plc UpheldInvestmentsDRN-4331368 The complaint Mr C has complained about the delays he experienced, and the service received when transferring ISA accounts to Santander UK Plc (‘Santander’) from other product providers. Mr C suffered stress, severe inconvenience, anxiety, and financial loss. He wants financial... (10 pages)View decision -
Decision Reference DRN-4322708
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4322708 The complaint Mr K complains that British Gas Insurance Limited (British Gas) failed to repair his boiler in accordance with the terms of his home emergency insurance policy. What happened Mr K had had home emergency policies with British Gas for a number of years. The policy t... (4 pages)View decision -
Decision Reference DRN-4305479
5 Sep 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4305479 The complaint Mr B complains that Retail Money Market Ltd (“RateSetter”) delayed returning his money following his withdrawal requests. He says RateSetter misled him regarding how withdrawal requests would be processed, and he feels it unfairly reinvested his investment repayme... (7 pages)View decision -
Decision Reference DRN-4332588
5 Sep 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4332588 Complaint Mr O has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background Everyday Loans provided Mr O with an initial loan for £3,000.0... (3 pages)View decision -
Decision Reference DRN-4332530
5 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4332530 The complaint Mrs Q has complained about her property insurer QIC Europe Ltd in respect of a claim she made when her home was damaged by lightning and a resultant fire. What happened Mrs Q’s home was hit by lightning in the early hours of the morning on 5 December 2020 and a fi... (8 pages)View decision -
Decision Reference DRN-4311909
5 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4311909 The complaint Mr K complains about delays by Advantage Insurance Company Limited (Advantage) in dealing with his claim on his car insurance policy. Advantage is the underwriter of Mr K’s policy; that is, it is his insurer. Part of this complaint concerns the actions of Advantag... (3 pages)View decision -
Decision Reference DRN-4229144
5 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4229144 The complaint Miss W complains Aviva Insurance Limited unfairly declined to cover some damage she claimed for against a property insurance policy. Miss W’s been represented for the claim and complaint. For simplicity I’ve referred to the actions of the representative as being t... (4 pages)View decision -
Decision Reference DRN-4225177
4 Sep 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4225177 The complaint Mrs R complains about a kitchen which was paid for with credit provided by Mitsubishi HC Capital UK Plc, trading as Novuna. What happened In September 2019 Mrs R entered into a regulated fixed sum loan agreement with Novuna to pay for the supply and installation o... (2 pages)View decision -
Decision Reference DRN-4290912
4 Sep 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4290912 The complaint Mr D says the advice given by Berkley Jacobs Financial Services Limited (BJF) to transfer his deferred defined benefit (DB) pension to alternative arrangements in 2001 was unsuitable. It is of note that certain business of BJF was later acquired by Ascot Lloyd Fin... (11 pages)View decision