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-3787358
12 Mar 2023 West Bay Insurance Plc UpheldInsuranceDRN-3787358 The complaint Mr P has complained that West Bay Insurance Plc (trading as Zenith Insurance) (West Bay) has rejected his claim for dental treatment for his dog. What happened Mr P’s pet dog, who I’ll refer to as “B”, was insured by West Bay. On 19 September 2021, B sustained an ... (3 pages)View decision -
Decision Reference DRN-4013925
11 Mar 2023 KGM Underwriting Services Limited UpheldInsuranceDRN-4013925 The complaint Mrs K is unhappy with KGM Underwriting Services Limited’s handling of a claim she made on her motor insurance policy. What happened Mrs K made a claim on her policy when her campervan was involved in an accident. She says KGM asked her to obtain an estimate for th... (5 pages)View decision -
Decision Reference DRN-4016513
10 Mar 2023 Zurich Insurance PLC UpheldInsuranceDRN-4016513 The complaint Mr and Mrs O complain about the way Zurich Insurance PLC (“Zurich”) has handled their subsidence claim. What happened In August 2021 Mr and Mrs O made a claim under their buildings insurance policy with Zurich, when their property started to suffer from damage cau... (2 pages)View decision -
Decision Reference DRN-3839100
10 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3839100 The complaint Mr T complains about the quality of a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“Alphera”). What happened In July 2021 Mr T took out a hire purchase agreement with ... (4 pages)View decision -
Decision Reference DRN-3865918
10 Mar 2023 MacArthur Denton Asset Management Limited UpheldPensions and AnnuitiesDRN-3865918 The complaint Ms M says MacArthur Denton Asset Management Limited (‘MDAML’) gave her unsuitable advice to move her Aviva personal pension (and Individual Savings Account (‘ISA’)) to Transact in 2019. What happened Three of our investigators issued views in this complaint, follo... (14 pages)View decision -
Decision Reference DRN-4016577
10 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4016577 The complaint Mr M complains about Bank of Scotland plc, trading as Halifax UK, blocking his bank account as this caused him financial detriment. What happened I issued my provisional decision on 17 February 2023, and this is what I said: I’ve considered the relevant informatio... (4 pages)View decision -
Decision Reference DRN-3879052
10 Mar 2023 Steadypay Limited UpheldConsumer CreditDRN-3879052 The complaint Miss M has complained that Steadypay Limited took a £170 loan repayment from her current account which left her in financial difficulty. What happened Miss M failed to make a loan repayment in March 2022. She then did promise to make the full payment on 1 April 20... (2 pages)View decision -
Decision Reference DRN-3879545
10 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3879545 The complaint K is a limited company. K, represented by its sole director at the time, complains about HSBC UK Bank Plc service which led to its account being unfairly closed. What happened Due to Covid-19, the sole director Ms T was unable to return to the UK, so Company K was... (2 pages)View decision -
Decision Reference DRN-4016544
10 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4016544 The complaint Mrs F complains that Aviva Life and Pensions UK Ltd caused unnecessary delays in the transfer of her pension to a new provider, causing her a financial loss. What happened Mrs F, with the assistance of her Independent Financial Adviser, (IFA), approached Aviva in ... (7 pages)View decision -
Decision Reference DRN-3864582
10 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-3864582 The complaint Mr A complains Society of Lloyd’s (Lloyd’s) wrongly declined his claim under his Legal Expenses Insurance (LEI) policy to pursue a legal claim against his employer What happened In August 2015 a colleague of Mr A (the third party) made allegations against him that... (9 pages)View decision
