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 128085 results
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Decision Reference DRN-3960193
13 Jun 2023 V12 Retail Finance Limited UpheldConsumer CreditDRN-3960193 The complaint Mr P complains that the boiler system financed by a fixed sum loan agreement provided by V12 Retail Finance Limited hasn’t been correctly installed and is too technical for his needs. He says he was pressured into the agreement. This complaint has been raised by M... (5 pages)View decision -
Decision Reference DRN-4085745
13 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4085745 The complaint Mrs S complains that Madison CF UK Limited, trading as 118 118 Money (“Madison”) lent to her irresponsibly. What happened Mrs S took out a loan with Madison in August 2021. She borrowed £2,500 over 36 months, repaying £124.11 a month. The total cost of the loan in... (3 pages)View decision -
Decision Reference DRN-4187020
13 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4187020 The complaint Mrs R complains that Aviva Life & Pensions UK Limited (Aviva) mis-sold a Free Standing Additional Voluntary Contribution (FSAVC) plan to top up her pension benefits but didn’t make her aware of the in-house alternatives and she suffered losses as a consequence... (6 pages)View decision -
Decision Reference DRN-4164094
13 Jun 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4164094 The complaint Mr H and Miss H complained about Liverpool Victoria Insurance Company Limited (LV). They are not happy about the way it dealt with a claim under their home insurance policy. For ease of reading any reference to LV includes its agents. What happened Mr H and Miss H... (2 pages)View decision -
Decision Reference DRN-4186801
13 Jun 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4186801 The complaint Mr L is unhappy that PREPAID FINANCIAL SERVICES LIMITED (“PFSL”) charged him fees on a declined payment. What happened Mr L attempted to use his PFSL account to pay £1,800 to his mortgage lender. The transaction didn’t go through, but Mr L later noticed that the f... (3 pages)View decision -
Decision Reference DRN-4080586
13 Jun 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-4080586 The complaint Mr J complains, jointly in his name and as representative of the estate of his wife, Mrs J, about the suitability of investment advice received from Barclays Bank UK PLC. Mr J and the estate are represented by a claims management company (“CMC”). What happened In ... (4 pages)View decision -
Decision Reference DRN-4186559
13 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4186559 The complaint Mr and Mrs A’s complaint about Barclays Bank PLC (Barclays) relates to the advice they received from a Barclays’ mortgage advisor (MA) which they believe delayed their mortgage application. That, they feel, led to them being only able to obtain a mortgage with a h... (4 pages)View decision -
Decision Reference DRN-4185472
13 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4185472 The complaint Mrs H complains about Casualty & General Insurance Company (Europe) Ltd (“Casualty & General”) for declining her claim for treatment for her pet dog, after she thought he may have eaten a toxic food. She wants Casualty & General to settle her claim. Wh... (3 pages)View decision -
Decision Reference DRN-4098052
13 Jun 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4098052 The complaint Mr J complains about how Atlanta 1 Insurance Services Limited (“Atlanta”) administered his motor insurance policy. What happened Mr J had a motor insurance policy arranged through Atlanta, which is a broker. Mr J’s policy renewed in October 2022. Shortly afterward... (2 pages)View decision -
Decision Reference DRN-4186358
13 Jun 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4186358 The complaint Mr S complains about the service received from Helvetia Global Solutions Ltd under his home emergency policy. Helvetia are the underwriters of this policy ie the insurer. Novus Underwriting acted on Helvetia’s behalf. Therefore, any reference to Helvetia includes ... (2 pages)View decision