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 125400 results
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Decision Reference DRN-3987435
8 Mar 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3987435 The complaint Mrs H complains about correspondence she received from Aviva Life & Pensions UK Limited about a life assurance policy held in trust. What happened I can see a lot’s been written about this complaint. I thank everyone for their time and effort. I don’t intend t... (3 pages)View decision -
Decision Reference DRN-4001149
8 Mar 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4001149 The complaint Mr H complains about the quality of a bathroom refurbishment undertaken by a company that I will call “K”, a transaction that was financed by way of a fixed sum loan agreement (“finance agreement”) with Creation Consumer Finance Ltd trading as Creation.Co.Uk (“Cre... (6 pages)View decision -
Decision Reference DRN-3997544
8 Mar 2023 Tandem Home Loans Ltd UpheldMortgagesThe complaint Mr M complains that Tandem Home Loans Ltd trading as Oplo refunded a payment to his home loan account in error and have unfairly been pursuing him for repayment of it since then. What happened Mr M has a secured loan with Oplo. His monthly repayments are £242.12. He says he n... (3 pages)View decision -
Decision Reference DRN-3847138
8 Mar 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3847138 The complaint Mr G complains about the delays caused by Barclays Bank UK PLC and its solicitors which meant that his re-mortgage didn’t happen by 28 February 2022 when his existing mortgage product with his original lender ended. As a result, Mr G’s mortgage went onto that lend... (3 pages)View decision -
Decision Reference DRN-3961875
8 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3961875 The complaint Mr S is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for damage to his boiler. What happened Aviva are the underwriters of this policy. Part of this complaint concerns the actions of the agent, company H. As Aviva have acc... (5 pages)View decision -
Decision Reference DRN-4008529
8 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4008529 The complaint Mr and Mrs R have complained that esure Insurance Limited hasn’t paid a fair settlement when they made a claim for an escape of water under their home insurance policy. What happened Around Christmas time in 2020, Mr and Mrs R said they noticed plaster bubbling on... (7 pages)View decision -
Decision Reference DRN-3622376
8 Mar 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3622376 The complaint Mr M complains he was given unsuitable advice by Base Financial Limited (BFL) to switch his personal pension to a self invested personal pension (SIPP) with a new provider and invest via a Discretionary Fund Manager (DFM). At the time BFL was an appointed represen... (6 pages)View decision -
Decision Reference DRN-3941486
8 Mar 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-3941486 The complaint Mrs C and Mr C are unhappy with Zurich Assurance Limited’s decision to reduce the level of benefit paid when they made a claim. Although this complaint was brought by both consumers, I’ll refer to all submissions as being made by Mr C as this complaint concerns hi... (2 pages)View decision -
Decision Reference DRN-3986508
8 Mar 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3986508 Complaint Mr L has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr L bought a condensing boiler for his home in 2021. The purchase was funded by a loan from Ikano, and that business is ... (4 pages)View decision -
Decision Reference DRN-3640330
8 Mar 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-3640330 The complaint A company I’ll call F complains that First Data Europe Limited trading as FDMS (First Data Merchant Solutions) (“First Data”) unfairly declined to refund transactions it says it didn’t authorise. F is represented by its director, Mr V. What happened Between Decemb... (3 pages)View decision
