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 128312 results
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Decision Reference DRN-4033932
27 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4033932 The complaint Mr and Mrs B are unhappy with Aviva Insurance Limited’s handling of their claim. What happened Mr and Mrs B were on holiday when Mrs B fell and broke both her wrists and her left knee. She was taken to the local hospital and treated for her injuries. Mr B called A... (5 pages)View decision -
Decision Reference DRN-4270795
27 Jul 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4270795 The complaint Mr S complains that he didn’t get an account opening incentive award from Prepaid Financial Services Limited (PFS). What happened In June 2022, Mr S opened a British Airways Prepaid Mastercard. The card is run by PFS. As an opening incentive, 1500 Avios points wer... (2 pages)View decision -
Decision Reference DRN-4170455
27 Jul 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4170455 The complaint Mr and Mrs W complain about the decision by Astrenska Insurance Limited to turn down their travel insurance claim. What happened Mr and Mrs W hold travel insurance with Astrenska. Whilst abroad, their young son ran into a glass door which then cracked. Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-4249104
27 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4249104 The complaint Mr C complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr C had a rewards club premium... (2 pages)View decision -
Decision Reference DRN-3859330
27 Jul 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3859330 The complaint Mrs C, a sole-trader, complains about the handling and settlement of her business interruption insurance claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended merely as a brief summary of the... (11 pages)View decision -
Decision Reference DRN-4267787
27 Jul 2023 The Co-operative Bank Plc UpheldMortgagesDRN-4267787 The complaint Mrs and Mr N are unhappy with the amount of time it took The Co-operative Bank Plc to produce a redemption statement for their mortgage. They say the delay caused them to miss out on a lower rate of interest, leading to a significant financial loss. What happened ... (4 pages)View decision -
Decision Reference DRN-4236054
27 Jul 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4236054 The complaint Miss O says Skyfire Insurance Company Limited increased the price of her motor insurance policy unreasonably and provided poor service. What happened Miss O says she bought the policy as it was the cheapest available. Skyfire then noted a claim it thought she hadn... (3 pages)View decision -
Decision Reference DRN-4266561
27 Jul 2023 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-4266561 The complaint Mr S complains that Somerset Bridge Insurance Services Limited trading as Go Skippy Insurance didn’t send him any correspondence in relation to his renewal, and auto renew as he expected and following an accident, he discovered he wasn’t insured. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-4003441
27 Jul 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4003441 The complaint Ms M complains that she was mis-sold an investment in a bond issued by Basset & Gold Plc (“B&G Plc”). She believes she was misled about the risk associated with the bond and would like to be compensated for the loss in capital she suffered. What happened T... (12 pages)View decision -
Decision Reference DRN-4091228
27 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4091228 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr B says he was approached ... (43 pages)View decision