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-3921818
15 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3921818 The complaint Mr D complains about how Aviva Insurance Limited (“Aviva”) communicated with him and made decisions on liability when he made a claim under his motor insurance policy. What happened Mr D had a motor insurance policy with Aviva covering his car. He was involved in ... (3 pages)View decision -
Decision Reference DRN-4008896
15 Mar 2023 TM Advances Limited UpheldConsumer CreditDRN-4008896 The complaint Miss E says TM Advances Limited irresponsibly lent to her. What happened Miss E took out a 40-month instalment loan from TM Advances on in May 2021. It was for £3,000 and the monthly repayments were £249. The total repayable was £9,960. Miss E now has a debt manag... (3 pages)View decision -
Decision Reference DRN-3933447
15 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3933447 The complaint Mr B has complained that Advantage Insurance Company Limited cancelled his policy without a proper investigation and that it was unreasonable for them to do so in the circumstances. What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-4024978
15 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4024978 The complaint Mr and Mrs D complained that AA Underwriting Insurance Company Limited (“AA”) failed to manage the repairs to their home following a claim on their home insurance policy. They’ve experienced delays, poor workmanship and poor customer service. What happened Mr and ... (3 pages)View decision -
Decision Reference DRN-3962055
15 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-3962055 The complaint Mr I complains that esure Insurance Limited (“esure”) has unfairly treated him in relation to a claim made on a car insurance policy. What happened The background of the complaint is well known between parties, so I’ve summarised events. Mr I holds his car insura... (3 pages)View decision -
Decision Reference DRN-3978704
15 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3978704 The complaint Mr M complains about how Klarna Bank AB (publ) (“Klarna Bank”) has administered his account with it. What happened Mr M wanted to buy an item online. He’d qualified for a discount and a promotion on the purchase price of the item due to a separate account that he ... (4 pages)View decision -
Decision Reference DRN-3810396
15 Mar 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3810396 The complaint Mr P complains that Zurich Assurance Ltd trading as Allied Dunbar Assurance plc failed to provide him with appropriate information or advice about making additional pension contributions in 1996. What happened Mr P has been assisted in making his complaint by a cl... (4 pages)View decision -
Decision Reference DRN-4024608
15 Mar 2023 Cofunds Limited UpheldInvestmentsDRN-4024608 The complaint Mr D on behalf of Mr L’s estate complains about the delay caused by Cofunds Limited in transferring Mr L’s investments, resulting in a higher inheritance tax liability than anticipated. Mr D is the executor for the estate. What happened In 2018 Mr L received finan... (4 pages)View decision -
Decision Reference DRN-3880546
15 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3880546 The complaint Mrs E complains about the quality of a car windscreen Admiral Insurance (Gibraltar) Limited (Admiral) replaced following a claim on her car insurance policy and about the effect this had on her. Mr E, a named driver on Mrs E’s policy, has at times dealt with Mrs E... (3 pages)View decision -
Decision Reference DRN-4023140
15 Mar 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4023140 The complaint Ms C complains about the time it took Domestic & General Insurance Plc to replace her dishwasher when it broke down and the level of customer service she received from them. What happened Ms C had cover for her dishwasher with D&G. She contacted D&G in... (4 pages)View decision
