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 125299 results
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Decision Reference DRN-4098470
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4098470 The complaint Ms H complains about how AXA Insurance UK Plc handled a claim made on her motor insurance policy. She wants it to increase its compensation payment for her trouble and upset. What happened Ms H was involved in a car accident in 2019 and made a claim on her policy.... (2 pages)View decision -
Decision Reference DRN-4116421
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4116421 The complaint Mr and Mrs L complain about how AXA Insurance UK Plc settled a claim they made on their home insurance policy. Reference to AXA includes its agents. What happened Mr and Mrs L held a home insurance policy with AXA. When their home suffered an escape of water, they... (3 pages)View decision -
Decision Reference DRN-4111175
10 May 2023 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-4111175 The complaint Mr C complains that Virgin Money Unit Trust Managers Ltd, trading as Virgin Money delayed sending the cash value of his Individual Savings Account (ISA) and Personal Equity Plan (PEP) to his new provider. Mr C says this caused him a financial loss. What happened V... (4 pages)View decision -
Decision Reference DRN-4120542
10 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4120542 The complaint Ms J complains about the amount by which AA Underwriting Insurance Company Limited reduced her No Claims Bonus (NCB) following a claim on her motor insurance policy. She wants her NCB stepped back by two years. What happened Ms J made a claim on her policy when h... (3 pages)View decision -
Decision Reference DRN-4115370
10 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4115370 The complaint Miss S complains that Everyday Lending Limited (EDL) was irresponsible to lend to her on two occasions. What happened EDL agreed two loans for Miss S. The first was for £1,500 agreed in July 2007. This was to be repaid over two years with 23 monthly repayments of ... (5 pages)View decision -
Decision Reference DRN-4103046
10 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4103046 The complaint Mr J complains that Lloyds Bank PLC lent irresponsibly when it approved his credit card application and went on to increase the credit limit on various occasions. What happened Mr J successfully applied for a credit card with Lloyds in April 2010 and was given a £... (2 pages)View decision -
Decision Reference DRN-3762750
10 May 2023 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3762750 The complaint Mr T complains about the role played by an adviser authorised by Quilter Financial Planning Solutions Limited (“Quilter”) to transfer funds from an occupational pension into his Self- Invested Personal Pension (“SIPP”) to make an unregulated investment in Sustaina... (10 pages)View decision -
Decision Reference DRN-3879987
10 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3879987 The complaint Mr D has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) didn’t settle in full a claim under his pet insurance policy. What happened Mr D said in the early hours of one morning he found his cat stuck up a very large tree. Before he ... (2 pages)View decision -
Decision Reference DRN-3938459
10 May 2023 U K Insurance Limited UpheldInsuranceDRN-3938459 The complaint Ms D complains that U K Insurance Limited (UKI) unfairly declined her pet insurance claim. What happened In August 2022 Ms D’s dog began yelping. She took him to a vet, who said he had signs of neck/spinal pain. The vet arranged blood and urine tests before prescr... (4 pages)View decision -
Decision Reference DRN-4120017
10 May 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4120017 The complaint Mr O is unhappy that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) declined him for credit, that he wasn’t aware he was applying for. What happened The background to this complaint and my initial conclusions were set out in my provisiona... (4 pages)View decision
