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 120614 results
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Decision Reference DRN-3725199
28 Sep 2022 HDI Global Specialty SE UpheldInsuranceDRN-3725199 The complaint Mr and Mrs S complained about HDI Global Specialty SE. They weren’t happy that it delayed dealing with their claim under their landlord residential insurance policy following an escape of water at their rental property. What happened Mr and Mrs S made a claim unde... (2 pages)View decision -
Decision Reference DRN-3719416
28 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3719416 The complaint Mr M complains ReAssure Limited (ReAssure) failed to follow his instructions to stop a drawdown payment. He does not feel ReAssure have properly rectified the account or provided a satisfactory answer. In addition, the poor customer service he experienced caused h... (6 pages)View decision -
Decision Reference DRN-3725236
28 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3725236 The complaint Mr M complains TransUnion International UK Limited haven’t sent him a copy of his credit file despite him asking on multiple occasions. What happened I issued a provisional decision setting out what’d happened, and what I thought about it. I’ve copied the relevant... (5 pages)View decision -
Decision Reference DRN-3702121
28 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3702121 The complaint Mr and Mrs P have complained that Shawbrook Bank Limited rejected their claim against it under section 75 of the Consumer Credit Act 1974 in relation to their purchase of some solar panels. Background Mr and Mrs P bought solar panels for their home in September 20... (3 pages)View decision -
Decision Reference DRN-3720696
28 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3720696 The complaint Mrs D has complained Lloyds Bank plc won’t refund numerous online transactions she didn’t make. Mr D, Mrs D’s son, is representing her in her complaint. What happened Mrs D holds an account with Lloyds. She’s had fraud claims previously settled by Lloyds when use ... (3 pages)View decision -
Decision Reference DRN-3474196
28 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3474196 The complaint Mr A’s representative has complained, on his behalf, that he was unsuitably advised by Aviva Life & Pensions UK Limited to establish a Free Standing Additional Voluntary Contribution (FSAVC) policy. What happened In April 1994, Mr A established an FSAVC policy... (4 pages)View decision -
Decision Reference DRN-3724432
28 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3724432 The complaint Mr H complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy. Where I refer to Aviva, I refer to the above-named insurance company and I include the home assistance company, its engineers and others inso... (6 pages)View decision -
Decision Reference DRN-3673523
28 Sep 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3673523 The complaint Mr B has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr B opened an account with Starling. A few weeks later, he received an online transfer, which he then transferred away to ... (3 pages)View decision -
Decision Reference DRN-3700802
28 Sep 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3700802 The complaint Mr Z complains PrePay Technologies Limited, trading as Prepay Solutions (“PPS”) blocked his account and returned the funds held in it to the sender. What happened In March 2021, PPS restricted Mr Z’s account after it received an indemnity from a third-party bank a... (3 pages)View decision -
Decision Reference DRN-3694676
28 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3694676 The complaint Ms F complains NewDay Ltd trading as Pulse won’t send one-time passcodes by email and about the interest rate she was charged on her account which she says was too high. What happened Ms F has a credit card which she took out several years ago – it was a different... (5 pages)View decision
