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-4023894
14 Mar 2023 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4023894 The complaint Mrs W is unhappy with the way Scottish Friendly Assurance Society Limited (SF) treated her, after she tried to claim benefits due to her from her husband’s (Mr W) policy after his death. What happened Mrs W’s husband purchased a retirement annuity contract (the pe... (4 pages)View decision -
Decision Reference DRN-4023821
14 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4023821 The complaint Mr G complains that Barclays Bank UK PLC did not treat him fairly when it defaulted his loan account. What happened In March 2012, Mr G took out a Barclays loan for £14,500 that was due to be paid back over ten years. He then moved to a new home in September 2012.... (3 pages)View decision -
Decision Reference DRN-3999543
14 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3999543 The complaint Miss D complains about AA Underwriting Insurance Company Limited (AA)’s handling of her motor insurance claim. All references to AA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-4009126
14 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4009126 The complaint Mr S complains that AXA Insurance UK Plc declined his claim on his contents insurance policy after items of shopping were stolen from his car. What happened Mr S had a contents insurance policy that was underwritten by AXA. It included cover for personal belonging... (2 pages)View decision -
Decision Reference DRN-3988731
14 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3988731 The complaint Mr H and Mrs H have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. What happened Mr H and Mrs H contacted Admiral to send an engineer to repair their boiler. An engineer visited, bypassed th... (3 pages)View decision -
Decision Reference DRN-3939971
14 Mar 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3939971 The complaint Ms A, through her representative, complains that AvantCredit of UK, LLC, lent to her before carrying out the proper checks and so it lent to her irresponsibly. What happened Ms A was approved for one loan in June 2016. The loan was to be for debt consolidation and... (5 pages)View decision -
Decision Reference DRN-4020846
14 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4020846 The complaint Mr M 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 early 2012, Mr M was contacted by a re... (44 pages)View decision -
Decision Reference DRN-3979432
14 Mar 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3979432 The complaint Mr and Mrs H are unhappy with the level of customer service provided to them by Kensington Mortgage Company Limited. They are unhappy with information given to them about the interest rate for their mortgage as they can’t understand how the LIBOR rate is set and w... (14 pages)View decision -
Decision Reference DRN-3944390
14 Mar 2023 Quilter Financial Limited UpheldInvestmentsDRN-3944390 The complaint Mr K complains about the acts of Mr K2. He says he believed he was investing money through him (on his advice) but it’s now clear Mr K2 kept the money himself and didn’t invest it. He says Quilter Financial Limited (Quilter) is responsible because Mr K2 was with a... (9 pages)View decision -
Decision Reference DRN-3926705
14 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3926705 The complaint Miss K complains about the way AXA Insurance UK Plc handled her claim following an accident. Where I refer to AXA, this includes its agents and claims handlers. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision
