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 128312 results
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Decision Reference DRN-4177101
7 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4177101 The complaint Miss F complains that Aviva Life & Pensions UK Limited (Aviva) delayed the payment of her pension benefits during which time the value of her fund fell. She would like compensation for the losses suffered. What happened Miss F lives outside the UK. She wrote t... (6 pages)View decision -
Decision Reference DRN-4177052
7 Jun 2023 Aon UK Limited UpheldInsuranceDRN-4177052 The complaint Mr B has complained about the service provided by Aon UK Limited’s when acting on his behalf in relation to an insurance claim. What happened Aon had arranged an office insurance policy for Mr B. In 2020, Mr B wanted to make a claim under the policy for business i... (4 pages)View decision -
Decision Reference DRN-4063294
7 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4063294 The complaint Mr U complains Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) removed online access to his credit card account and made mistakes when making reasonable adjustments to allow him to access account information. What happened Mr U says that after he open... (3 pages)View decision -
Decision Reference DRN-4176639
7 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4176639 The complaint Mr B is a sole trader. He has complained about Aviva Insurance Limited’s handling of his claim for business interruption cover under his office insurance policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions ... (4 pages)View decision -
Decision Reference DRN-3955551
7 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3955551 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax provided poor customer service when she tried to withdraw £5,000 in cash. What happened Mrs C says she telephoned Halifax to pre-arrange a cash withdrawal of £5,000 in her local branch. Unfortunately, sh... (3 pages)View decision -
Decision Reference DRN-4172515
7 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4172515 The complaint Ms P complains about how AXA Insurance UK Plc handled and settled her claim on her home insurance policy. What happened Ms P had home insurance that was underwritten by AXA. In December 2019 there was a small explosion in her kitchen that caused a fire. She made a... (5 pages)View decision -
Decision Reference DRN-4171508
7 Jun 2023 East End Fair Finance Limited UpheldConsumer CreditDRN-4171508 The complaint Mr G says East End Fair Finance Limited, trading as Fair Finance, irresponsibly lent to him. What happened Fair Finance approved two loans for Mr G. The first was in November 2019 for £500 to be repaid over 14 months at £58 a month. The second was in July 2021 for... (3 pages)View decision -
Decision Reference DRN-4124777
7 Jun 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4124777 The complaint Mr R is unhappy that Wise Payments Limited closed his account without notice and didn’t return the £20 that was present in the account to him. Mr R is also unhappy that the closure of his account meant he could no longer access his account statements, and that Wis... (4 pages)View decision -
Decision Reference DRN-3963935
7 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-3963935 The complaint Miss R and Miss W have complained about QIC Europe Ltd. They aren’t happy about the way it dealt with a claim under their home insurance policy. What happened Miss R and Miss W made a claim under their home insurance policy after a storm caused a significant amoun... (2 pages)View decision -
Decision Reference DRN-4115298
7 Jun 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4115298 The complaint Miss R complains about AA Underwriting Insurance Company Limited’s decision to decline a claim for a damaged sofa. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss R has home insurance un... (3 pages)View decision